AVAYA CLOUD OFFICE: HOW DO I CREATE A SELF-SERVICE TICKET FOR MY ISSUE ?
| Doc ID |
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FAQ118050 |
| Version: |
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10.0 |
| Status: |
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Published |
| Published date: |
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02 Jan 2022 |
| Created Date: |
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21 Sep 2021 |
Answer
You can e-mail, call, chat or create a self service incident to receive Avaya support, [ Click Here for a full list of ways]
Creating your self service incident is the recommended way to request support. It will give you the ability to get real time updates, as well you will be able to view historical submitted tickets. Follow these simple steps to create your self service incident.
Thank you from Avaya Cloud Office Support Team.
SUPPORT ENGAGEMENT BEST PRACTICES
-Clearly specify the issue and state the expectation explicitly - Describe behaviour observed, what you expected and show us via screenshot what you see if relevant.
-Timing of the issue - Is the issue ongoing or only observable in the past, if the issue is intermittent then please note when the issue was observed, its frequency and provide 1 or 2 specific examples. Please avoid these type of statements - "Issue happened earlier today( this is not specific enough)", "Issues happened yesterday(support engineer will need to figure out the implied yesterday date)", "issue hapened 9/8( is this Setpember of August) " etc.
-Please include your unique userid or UID of the system, email address and extension number having the issue.
-If you are reporting a quality of voice issue then ensure you mention which network you have tested for example, is this home internet, is this wifi, do you have VPN etc.
-More details you provide will be better as the support engineer will need to gather information from you before they can begin the troubleshooting.
-For networking issues support will need packet captures from the impacted device and QoS analysis from the system service web showing the call.
Avaya Cloud Office : Networking Requirements and Recommendations
-Please note that the ACO system is a cloud based system which requires optimum Internet connectivity, the quality of voice is dependent on your local network which the Avaya support agent has no access or visibility.
-Please provide your contact information and what 2 to 3 timeslots are best to reach you for ticket updates or clarification if needed.
-Please always check the Service Status Dashboard page to see if ane known ongoing issue - https://status.cloudoffice.avaya.com/
SIMPLE STEPS TO CREATE SELF SERVICE INCIDENT
1 . Click Here or type this in your web browser https://onecare.avaya.com/customercare/en/public?view=AvayaCloudOffice
2. Click "Sign In" This is located on top right corner of the web page.
3. Enter your unique email address that is linked to your Avaya Cloud Office Subscription (note you can also login with your Subscription Phone number)
4. Enter your password
5. Next is Authorize the Avaya OneCare Portal to access your Avaya Cloud Office Subscription.
6. Once you are signed in now, you should be able to view "My Tickets" giving you ability to track your previous tickets
7. From here you can now search for
Avaya Cloud Office Product Documentation,
Avaya Cloud Office Technical Support,
Avaya Cloud Office Billing & Invoicing
Avaya Cloud Office Customer Success
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8. To proceed with creating a Technical Support ticket, please click "Avaya Cloud Office Technical Support"
9. Click Request a service change, Report an issue, or ask a question
10. Then fill up the form, Note that your Company ID, Email address, Name and phone number fields are automatically filled in.
You have to provide a short description and describe the issue in detail.
If you can take a screenshot or any picture to describe the issue you can attach it as a file at this time.
11. Click Submit and note the ticket number generated.
REST ASSURED OUR ENGINEERS WILL REVIEW YOUR ISSUE IN DETAIL AND CONTACT YOU AS PROMPTLY AS POSSIBLE.
Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy
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