Symptom / Need

You need to report an incident, make a request, follow up on a case, or clarify a doubt related to wolkvox Manager, but you don't know how to generate a support code so that the help desk team can efficiently address your request.

Context / Scenarios

• You are a user, administrator, or supervisor of wolkvox Manager (web or desktop version).
• You need to contact the wolkvox technical support team to resolve a problem, make an inquiry, or follow up on an existing case.
• You want to generate a unique support code that allows the help desk team to identify and prioritize your request.
• The generated code is valid for 4 hours from its creation.

Response (Solution / Recommendation)

Follow these steps to generate a support code from wolkvox Manager:

1. Access the Support button.
2. Complete the code generation form.
   • A pop-up window titled "Help Desk Code Generation" will open.
     Complete the following fields:
     • Operation: Select the operation or project associated with your request.
     • Username: Enter your username.
     • Name: Enter your full name.
     • Phone: Provide a contact number.
     • Email: Enter your email address.
     • Reason for the report: Select an option from the dropdown menu:
       • I want to report an incident.
       • I want to make a request.
       • I want to follow up on a case.
       • I want to make an inquiry or clarify a doubt.
     • Affected Agents: If applicable, enter the number of agents affected by the incident or request.
3. Once the fields are completed, click the "Generate ID" button.

1. The system will generate a unique 6-digit code (example: 912994). Copy and save this ID number.
2. Copy the code to the system clipboard, and then you can close the window.

Note: The generated code is valid for 4 hours. You must use it within that time frame; otherwise, it will expire, and you will need to generate a new one.

• The wolkvox help desk team will contact you through the contact details you provided in the form.
• When they contact you, provide the generated code so they can identify your request and provide the corresponding assistance.
• Familiarize yourself with the support levels and case escalation matrix to understand how requests are prioritized and handled in wolkvox.

Important Notes:

• If you are a wolkvox partner, consult the specific guide for partners.
• If you have contracted only the wolkvox CRM service and directly with wolkvox, follow the guide intended for that service.
• Ensure that the provided contact details are correct to avoid delays in addressing your request.