The global support team has to be reached only by side conversation. All side conversations must be written in English (to have the possibility to share tickets between each of us)
Take note, that zenDesk is set up in a way, that all side conversations created, go to global support, so only use this functionality to create tickets for us.
Before sending side conversation, make sure to check for information and read knowledge articles, and be sure that there is no answer in them. If you couldn't find any information then create a side conversation
Use sources as:
Zendesk KA - https://my.ruptela.com/hc/en-us
Confluence - https://ruptela.atlassian.net/wiki/spaces/RH/overview
Also, colleague next to you might know the solution to your issue, communicate with each other, and share your experience.
All tasks to Jira are created by global support. If there is a need for one - please send a ticket to us, we will handle it.
Please do not assign side conversations to any global support members - you must assign them to the global support queue.
If a ticket to us has been sent - please do not work on the device or issue without informing the global support team member, who has received your ticket.
If the ticket is still on global support, but you found a solution to your problem, please notify us in that ticket.
Please don't close our tickets yourself, and pay attention that an internal note is not the final answer.
What information needs to be provided
1. Client name - in text, same as in admin panel.
Affected object: name and IMEI (this info should be provided as text, not in a screenshot); (if all objects are affected - please write "all objects").
2. Describe the problem in an understandable way - Global support sees the issue for the first time - please explain it as clearly, as you can.
3. Add screenshots, and write what has been done in order to fix it and what exactly is needed from us.
If the issue is related to the concrete device - please always request configuration and then update its firmware and config (expect cases where it's impossible to do - if it is so, please explain why).
If these rules will be ignored, we will remind them in tickets. If we continue to not receive the necessary information, the requests will be left on pending status with a note.
What to do when I have received the answer from global support?
Please read our answers, and if any questions appear from them - ask.
Pay attention, that this is not the text you should send to the client, we are explaining the resolution in a technical way for you to have the possibility to learn.
Provide the answer to the client in an understandable way (if you have doubts - please consult with us or your direct manager, sales).
If you are facing any tacho issues read this KA, here is described everything about tacho problems - https://my.ruptela.com/hc/en-us/articles/5958467934749-Tachograph-troubleshooting-general-
Please follow the tacho workflow table - https://ruptela.atlassian.net/wiki/spaces/Stuff/pages/2141061124/Tachograph+investigation+workflow