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 firstname.lastname@example.org.
The option for the Journey Support team to monitor your Journey is available in the Journey edit screen under Additional Setup Options.
Once this option is selected, the Journey Support team is notified to monitor this Journey for any action failures that occur and fixes them within 48 hours.
Note: The Journey Support 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.
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.
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.