The list of services in our ticketing system (Zendesk) covers the most common requests in our journey as partners. Each service option has a specific support flow, with teams ready to provide the best service for you and your team. đź’Ş
Inquiry: Situations where the agent clarifies the platform’s functionality and business rules, occasionally forwarding a Knowledge Base article with more details.
Issue: Cases where unexpected behavior is identified. Agents gather the necessary information to reproduce the steps that led to the error. This helps identify where the bug occurs and guides the Technology team in developing the appropriate solution. The estimated resolution time (SLA) is determined by the level of impact of the platform functions: core functions are classified as Critical, while errors that don’t directly impact activities and are purely aesthetic are classified as Trivial.
Request: Cases that require action from one or more internal teams but do not fall into any of the other categories. These typically involve tasks such as design changes (CSS), generating specific reports, importing ideas or startups, etc.
Feedback: For recording compliments, suggestions, and complaints received via ticket/ticket submission. We also provide the Client Center channel for submitting platform improvement suggestions. Consult the Mentor responsible for more information!