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: Every account has a limited number of fixes and monitored Journeys and this number will decrease with every request sent to the Journey Support Team. To add more to your account, please contact your Customer Success Manager or your 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 [email protected].
Monitor Journeys
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.
Fix Journeys
If a Journey contains an action failure, a Have Journey Support Fix The Issue button is available in the Journey Run Information section. 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. For instance, the processing time for a single request is up to 48 hours. If you submit two requests, the processing time will extend to a maximum of 96 hours, and this pattern continues for each additional request.
If your Journey has an action failure this option is available.
After selecting Have Journey Support Fix The Issue, 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.
Journey Support Request Form
Within the ObservePoint application, click on Support and select Web Journey Support Request. This will open a form that you can fill out that will go directly to our Journey Support team.
Note: It is preferred that all Journey fixes, requests and inquiries are completed through this form, rather than sending an email to [email protected]. If you need to include an attachment as part of your submission, you can also submit it through [email protected]
This form will require users to provide information such as:
Journeys to create: the number of Journeys needed to be created by the Support Team
Special instructions: this section may include location, schedule, etc
Upload completed template (mandatory section): users need to download our template and once filled, it can be uploaded in this section
Upload Video or File: users can upload videos or other types of files in order to provide information for the Support Team
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
Tracking Journey Support Requests and Progress
Once you submit your Journey Support Request Form or if you use Have Journey Support Fix The Issue button, you can track the status of your request and see any messages our team may send you for updates in the Tickets section of your Support widget. Just click the yellow OP icon and select Tickets.
