Support Overview

If you're experiencing issues or need assistance with any of our marketplace products, we’re here to help! Our support team is ready to provide assistance and resolve any concerns you may have.

How to Raise a Support Ticket

To ensure that we can address your issue as quickly and effectively as possible, please follow these steps when raising a support ticket:

1. Provide a Detailed Description of the Issue

  • Clear Explanation: Describe the issue you’re experiencing in as much detail as possible. The more information you provide, the quicker we can diagnose the problem.
  • Steps to Reproduce: If applicable, include any steps you took that led to the issue. This will help our team reproduce the problem and identify the root cause.
  • Expected vs. Actual Behavior: Clearly state what you expected to happen and what actually occurred. This helps to clarify any discrepancies in behavior.

2. Include Relevant Logs or Screenshots

  • Error Logs: Include any relevant logs, error messages, or screenshots that may help us understand the issue. Console Logs can often provide key insights into what went wrong.
  • Screenshots: If possible, include screenshots or screen recordings that show the issue in action. This can significantly speed up the investigation process.

3. Steps Already Taken

  • Troubleshooting Steps: Mention any troubleshooting steps you’ve already attempted. This will help us avoid repeating the same suggestions and can expedite the resolution.
  • Workarounds: If you have found any temporary workarounds, please let us know.

4. Priority Level

  • Indicate the priority level of the issue. Is it critical to your business operations, or can it be handled at a later time?
    • High: Blocking business processes, critical functionality is not working.
    • Medium: Affects some functionality but does not block operations.
    • Low: Minor issues or questions that don’t affect the core functionality.

6. Contact Information

  • Provide the contact details where you can be reached, such as:
    • Your Name
    • Email Address
    • Phone Number (Optional)

Example Support Ticket:

Here is an example of how you might structure your support ticket:

When I click the call button and try to make an outbound call, the call does not start.

Steps to Reproduce:

Login to Amazon Connect.

Initiate a call using call icon from Agent Hub application

Call does not initiate.

Expected vs. Actual Behavior:

Expected: A new call should start, and the call should connect. Actual: No call is initiated.

Logs:

Include relevant error logs from Amazon Connect, and webpage console and network logs.

Troubleshooting Steps Taken:

Restarted both Amazon Connect Agent Workspace and Agent Hub.

Cleared browser cache and cookies.

Priority: High

Contact:

Name: John Doe
Email: john.doe@example.com
Phone: +64 9 123 4567

7. Submitting the Ticket

Once you’ve gathered all the necessary information, please submit your support ticket via one of the following methods:

We aim to respond to all support tickets within 24 business hours. If your issue is urgent, please mark it as high priority, and we will prioritize it accordingly.

Frequently Asked Questions (FAQ)

For quick answers to common issues and questions, please refer to our Support FAQ.