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Reporting a problem

Have you or your visitor noticed a problem on your website during a discussion? You can report it during the discussion with the function "Report a problem".

Note: the 'report a problem' function does not allow you to inform iAdvize of any problems you may have using our solution. This function is designed for the internal reporting of problems encountered by your clients on your site.

If you would like to contact our support team, click your avatar displayed at the top right corner of the iAdvize administration, and select "Help":

1/ Reporting a problem from the discussion panel

The "Report a problem" function is located in the action pane to the left of the chat window:

A window will then ask you to give some more details on the nature of the problem encountered:

You should give the following information:

  • Type: The available choices are: "user misunderstanding" or "technical problem".
  • Risk: Evaluate the risk on a scale of 1 to 5
  • Frequency: The available choices are: "Very common", "quite common", "not very common" and "cannot reproduce".
  • Description: This free text field is mandatory and allows you to describe the problem or how to reproduce it in more detail.

Once the problem has been reported, an information message is shown in the discussion, only on the discussion panel side:

2/ Checking reported problems

All problems reported are recorded and can be found in your iAdvize administration. Anyone with administrator rights for the iAdvize account can consult the different problems reported by agents and mark them as resolved.

You can find more information on how to deal with reported problems in this article: Problems / Managing reported problems

 

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