Case by Case: An Intro to Threekit Support
Nobody likes it when their software tools stop working. Today, Threekit's Director of Technical Support, Travis Wasson, provides an overview of the support team and how they can help you get back up and running when something isn't working as expected.
What does Threekit Support do?
Threekit support provides technical assistance with any questions or concerns you have with the Threekit platform. We assign an agent to provide 1:1 guidance and communication until your issue has been resolved. The agent provides regular updates on your cases, making sure you’re in the know on expected timelines, methods for resolution, and when a resolution has been reached.
When do I log a case?
If you are a live customer, you can reach out to support 24/7 with any technical concerns regarding the platform. Questions, problems, and errors are all welcome. Some examples of cases we encounter:
- How do I change the attribute values for my product?
- When I change the color attribute, the model’s color doesn’t change as well
- When I try to load my configurator, I get an infinite loading screen
What do I need to include?
To make sure we get off to the quickest start on your case, there are a few things that we ask you to provide:
- A brief description of the issue
- Steps to reproduce the issue
- Expected vs. observed behavior
- Any relevant links, whether a live site or an admin view
What if everything is broken and I need immediate assistance?
When logging a case, there is an option to set "Priority." Log the case as critical, and all of our alarms go off. Phone calls go out to the team immediately upon case creation, and our customer success and relevant senior management team members receive notifications as well. Agents will respond to the case as soon as possible and initiate a call to ensure the quickest resolution of the issue.
Our Customer Success team is always ready to help you out if you don't know where to turn. If you have any additional questions about getting set up with support (or anything else, really), you can always reach out to your Threekit Customer Success team at firstname.lastname@example.org.