When we help a customer who has reported issues with their unit, it is important to ask the appropriate probing questions.
Have you contacted us before regarding this situation?
Do you have a ticket number?
Don't forget to look for an existing ticket by searching for their profile using their email address on SnapEngage. Copy and paste it and filter it by 'all categories.'
IMPORTANT: Review the ticket notes and history to avoid requesting unnecessary actions or information from our customers.