General Troubleshooting

General Information

To help us quickly and effectively address any issues you encounter, it's important to provide as much relevant information as possible when submitting a support ticket. Typically, Puzzel Support will need the following details:

• Screenshot of the Issue:
  • Ensure the screenshot includes the full browser window (not cropped) and is not resized. If possible, include the Windows date and time in the screenshot.
• Details of the Affected Request (e.g., call, chat, email, etc.):
  • The customer’s number or email address as it appears in Puzzel, to identify the request.
  • The date and time of the request (this information can be found in the "My Log" within the PAA).
  • The specific agent this request was connected to.
• Impact of the Issue:
  • Indicate the number or percentage of agents affected.
  • Note whether agents across different geographical areas (e.g., remote workers, users at another site) are experiencing the same issue.
• Steps to Replicate the Issue:
  • If possible, provide the steps to reproduce the issue. If not, describe the scenario experienced by the agent or customer.
• Actions Already Taken:
  • List any troubleshooting steps that have already been attempted.

Providing this information will give Puzzel Support a strong foundation to begin investigating the issue. This allows us to search for relevant requests in our systems and attempt to replicate the issue on our side, ensuring a more efficient resolution process.

Issues That Should Be Raised with Puzzel

Given the nature of technology and the Puzzel Applications, some issues may occur as one-off events, which can be challenging to fully investigate due to the time-sensitive information required from the affected agent. To ensure we can effectively address your concerns, please consider the following criteria before reporting an issue to us:

1. The issue has occurred more than once.
2. The issue is affecting more than one agent (or the same agent multiple times).
3. The issue occurs across different devices and networks.

Since there are several factors outside of Puzzel’s control (e.g., local PCs), we recommend conducting the following tests to eliminate potential local causes before raising the issue with Puzzel Support:

• Test with an Alternative PC:
  • Use a computer from an unaffected user.
• Test with an Alternative Internet Connection:
  • Try using a different connection, such as a tethered 4G/5G or an external network.
• Restart the User’s PC and Clear Browser Cache:
  • This simple step can often resolve many local issues.
• Test with an Alternative Phone Number (if applicable):
  • Use a different phone number, such as a mobile phone, to see if the issue persists.

Applying a "process of elimination" approach—temporarily replacing elements not managed by Puzzel (such as user PCs, telephone numbers, or network connections)—can help identify the root cause of the issue. If the issue persists after these steps, Puzzel can investigate further to determine the underlying cause. Conversely, if the issue is resolved after one of these steps, it points to that element as the potential cause, which should then be addressed by the relevant managing party.