What is the role of a Tech Support?

What is the role of a Tech Support?

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Tech Support helps you diagnose and resolve issues with the MyOperator platform—errors, call-flow behavior, configuration questions, integrations, and connectivity—then escalates to Engineering when needed.

Contents

  • When to contact Tech Support
  • What Tech Support covers
  • What Tech Support doesn’t do
  • Prerequisites (what to collect before you contact us)
  • How to contact Tech Support (steps)
  • What to expect after you contact us
  • Example: CRM sync issue
  • Self-serve quick checks
  • Privacy & security boundaries
  • Hours & channels
  • Related articles
  • Glossary

When to contact Tech Support

Contact us when you experience:

  • System errors or failed actions in the web app or mobile app.
  • Unexpected call-flow behavior (IVR, queues, recordings, masking).
  • Integration issues (CRM, API, webhooks).
  • Connectivity problems (one-way audio, dropped calls, agent not ringing).

What Tech Support covers

  • First-level troubleshooting: tickets, chat, or calls about platform errors or performance.
  • Issue diagnosis & debugging: identify misconfigurations, backend faults, or third-party failures.
  • Configuration help: IVR, queues, voicemail, number settings, recording/privacy options.
  • Integration guidance: webhook/API configuration, CRM field mapping, basic validation.
  • Escalation: hand-offs to Product/Engineering for deeper investigation or platform fixes.

What Tech Support doesn’t do

  • Custom development or building new product features.
  • Professional services outside standard setup guidance.
  • Handling your customers’ data beyond troubleshooting needs.
  • Third-party account management (e.g., CRM billing, carrier contracts).
We log feature requests and share them with the Product team for review. Timelines depend on scope, priority, and feasibility.

Prerequisites (what to collect before you contact us)

Have these ready to speed up resolution:

  • Account ID and registered email.
  • Issue summary and impact (e.g., “20% of outbound calls fail in Sales queue”).
  • Time range and affected numbers/agents.
  • Evidence: screenshots, error messages, Call IDs or sample numbers.
  • Logs (if asked): console log or HAR file, and webhook/API payload samples.
  • Change history: recent edits to IVR, queues, integrations, or network/firewall.

How to contact Tech Support (steps)

  1. Open the Support Portal: JIRA - https://myoperator.com/support
  2. Click Submit a ticket (or open in-app chat from the help icon).
  3. Fill in: account ID, summary, impact/severity, time range, samples, and attach screenshots/logs.
  4. Submit. You’ll get a ticket ID by email.
  5. For urgent issues, include “SEV1” in the subject: [SEV1] Brief summary – <Account ID>.
Prefer email? Write to support@myoperator.com with the same details.

What to expect after you contact us

  • Acknowledgement: ticket ID and tracking link by email.
  • Initial triage: we validate symptoms, gather data, and attempt a quick fix.
  • Resolution or escalation: if backend or platform changes are needed, we escalate to L2/Engineering and keep you updated.
  • Target first response: within 4 business hours during support hours (may vary by queue/plan).

Example: CRM sync issue

Scenario: Recent calls are not appearing in your CRM.
What Support will do:

  1. Review Call Logs and recent dispositions.
  2. Check webhook/API delivery status and error codes.
  3. Validate integration mapping (lead/contact IDs, required fields).
  4. Reproduce the issue with a test call.
  5. Escalate to Engineering if a backend fault is detected and share interim workarounds.

Self-serve quick checks

Before opening a ticket, try:

  • Browser refresh & cache clear; test an incognito window.
  • Verify agent status is Available and device/softphone is registered.
  • Confirm recording/privacy and queue membership settings.
  • Check integration credentials (tokens, webhook URLs) and recent CRM permission changes.
  • Test with one known-good number and a different network (to rule out firewall/ISP issues).

Privacy & security boundaries

  • Do not share passwords, full access tokens, or private keys.
  • Mask PII in screenshots (card numbers, government IDs).
  • Grant temporary, least-privilege access when we request it.
  • We will not perform data deletion or export without account-owner approval.

Hours & channels

Glossary

  • API (Application Programming Interface): A way for systems to exchange data programmatically.
  • Webhook: An HTTP callback from MyOperator to your system when events occur.
  • CRM (Customer Relationship Management): Your system of record for leads and customers.
  • Call ID: A unique identifier for a call used to trace logs across systems.

You’re set. If anything blocks you, open a ticket at https://myoperator.com/support with subject **Tech Support – <BAN/SN> – <Brief summary>`.

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