Ask the community

How to resolve the technical support issues faster?

kvarshney
Moderator
Moderator

Greetings from Netskope!

We thank you for your active participation in weekly workshops, which have been consistently attended by a range of 50-80 valued customers. We are analyzing your feedback received in the workshops held in the past 6-months (Jun-Nov, 2022), so that we update the content and select the most sought after topics. The 6-month calendar (starting 15-Jan-2023) for weekly workshops will be published soon.

In this post, I would like to highlight two workshops delivered by the technical support team.

Effectively working with Technical Support” is summarized below:

a.) Select the Problem Product Area: SWG, DLP, API-Protection, NPA, etc.

b.) State the type of Problem and describe the problem:

  • Is it a new service activation? (example: install Cloud exchange, add new API protection, etc)
  • Was this functionality working before, and broken now? (example: DLP incidents stop showing up, error on saving policy changes, etc)
  • Having a question on policy configuration, incident analysis, best practices etc.

c.) Issue Type: Intermittent OR Consistent

d.) Impact Statement: One user, few users, or many users.

e.) Steps to Reproduce: How Netskope support engineer can reproduce the problem.

f.) Troubleshooting: Any troubleshooting steps already performed

g.) Referring Product Specific Best Practices KBs: Which document you referred to?

h.) Provide Logs, Screenshots & Errors: Screenshots, screen recording, and the exact error message

i.) Network information: Source IP address, public IP address, traceroute and ping information

To help you with provide all these details to Netskope support team, I would like to recommend watching the following workshop that was attended by 130 customers:

Netskope Steering Client - Architecture and Troubleshooting

Hope this post is helpful in resolving your technical issues faster.

Please let us know your feedback.

0 Replies 0

In order to view this content, you will need to sign in to your account. Simply click the "Sign In" button below

Sign In