Troubleshooting Guide for Customer IT Team

This article is aimed at helping customer IT help desks troubleshoot issues and find solutions to known or common issues, before escalating the issue to Templafy. This article also provides an overview of this escalation process.

Overview of responsibilities

Depending on the type of issue, for optimal troubleshooting, and to better assist the IT team, it's important to make sure these conditions are met:

• Owner access to Templafy - https://tenantname.templafy.com/admin/
• Rights to provision new users to access Templafy via SSO
• Understanding the customer's IT infrastructure to support users with troubleshooting
• Admin rights on the devices needed for troubleshooting
• Understanding the Templafy support workflows described below

Templafy support workflows

At Templafy, there are two main support workflows: Technical Support (questions or issues) and professional services.

Technical questions or issues

When Templafy software is not working as intended or there is a technical question, please follow the process below: 

• For questions: Instruct users to search in the Help center. 
• For issues: instruct users to contact customer's internal IT department first for investigation and resolution.

If an answer to the question is not found or a resolution of the issue is not identified, it's recommended to submit a support ticket to Templafy.

The following article describes how to submit a support ticket to Templafy Support.

Professional services

If assistance is needed for professional services (configuring templates, building custom integrations or building workflows using Templafy APIs), contact the Templafy content admins within your organization or reach out to your dedicated Account Manager and Customer Success Manager.