Journey Support

Overview

Journey Support is a professional services team of ObservePoint experts that can be tasked with monitoring, fixing, and creating Journeys, in addition to some other tasks.

Due to the dynamic nature of web pages, it is not uncommon for actions in Journeys to fail. To alleviate the burden of maintenance, you may request monitoring and fixes to your Journey scripts from our Support team.

Note: The number of fixes and monitored Journeys are displayed in the interface as you use them. To increase the number of monitors and fixes you have, contact your Customer Success Manager or Account Executive.

Below is a list of ways to leverage and communicate with our Support team. For any request corrections, questions, or follow up, you can email journey.support@observepoint.com.

Monitor Journeys

The option for the Script Services team to monitor your Journey is available in the Journey edit screen.

Once this option is selected, the Script Services team is notified to monitor this Journey for any action failures that occur and fixes them within 48 hours

Note: The Script Services team does not attend to rule failures, unless requested by the Customer Success Manager

Please use Action Labels to document each step of your Journey, so that the Support team can understand the expected result. Otherwise it may slow down their process and require more context and cause delays.

Fix Journeys

If a Journey contains an action failure, a Fix Journey button is available. This will submit a one-time request to our Support team to troubleshoot any action failures that took place. Those fixes will occur within 48 hours.

Note: Submitting a significant number of requests at once may cause delays beyond the 48 period.
If your Journey has an action failure this option is available.

After selecting Fix Journey, a modal appears and displays the amount of Journey fixes your account has remaining and asks you to confirm your request.

Just like with monitoring Journeys, please use Action Labels to document each step of your Journey, so that the Support team can understand the expected result. Otherwise it may slow down their process and require more context and cause delays.

Journey Creation

Those with Journey Support in their contract will have access to request that Support team create Journeys on their behalf.

The following link will direct you to a form in the app where you can submit such requests. 

https://app.observepoint.com/web-journey-support

Users can submit requests by a variety of methods. These methods may include a link to a video recording, link to a cloud document with instructions.

Note: Documentation will NOT be accepted if it provides little to no context, require making many assumptions, or simply don't translate to Journey requirements.

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