It can be tempting to think that by reporting a problem the Support Team will be able to 'just fix it'. That is usually not the case. Issue resolution is a collaborative process between the user and Tap Inspect Support.
Requesting Assisted Support
The first step in the issue resolution process is when assisted support is requested from Tap Inspect via one of our support request channels.
When a user contacts Tap Inspect Support a 'support ticket' is created. That ticket allows us to document and track our communications until the issue has been marked as 'solved' to the user's satisfaction. Users can access this ticket from our online case management system.
Triage the Request
For very simple, general usage or subscription based questions, the Support Team will likely direct you to a help center article that explains in detail how to accomplish the task you asked about. We depend on you to read the content and to complete the tasks to solve your issue.
Requesting More Details About the Request
For more complicated issues, the Support Team will often ask the user to run tests, try things out, gather additional information, and generally speaking, be as engaged in the diagnostic process, almost as fully, as the assigned support agent.
The Support Team needs to receive responses to requests in a timely manner. In the event that a response is not received, a case chase sequence will be implemented where the team attempts to contact the user via the primary support channel. If we have still not received a response the team will presumptively solve and close the ticket.
Completion of the Request
Once the agent has completed the request the issue will be marked as 'solved'. This is after they have completed any needed tasks or directed the user to the appropriate self-service resources.
Verify Your Satisfaction
If the user is satisfied with the completion of the request there is nothing more to do. The Support Team will send a short one question survey asking how easy the team made it to handle the issue, to make sure Tap Inspect is providing great support.
If the user still needs assistance, or is not satisfied with the resolution of this issue, just reply to the ticket and it will be re-opened and assigned to the original agent.