I've Submitted a Support Ticket. Now What?

Can't figure out the problem on your own? No worries, our team is here to help.

A support ticket's journey

1. First, we'll see if there are any knowledge base articles that can help you with your problem.
2. If it's a feature request, we'll encourage you to submit the idea to Rhythm Feedback, our in-app feedback tool.
3. If there is a problem in the platform or with your configuration, we will classify the ticket based on its urgency and the impact it has on your organization.
4. From there, our team will investigate the issue to determine the potential root cause.
5. If it's a configuration issue, a product specialist will explain what we found and provide instructions or information on what to do should the issue occur again.
6. If it's a platform defect, the ticket will be assigned to our Product + Engineering teams.
   
   Note: Our team prioritizes tickets by considering urgency, impact, and level of effort.
   
   
7. Once the defect has been fixed, our team will test the functionality to ensure that it performs optimally.
8. Then, a product specialist will communicate the good news to you and update any knowledge base articles accordingly.
9. You can see the documentation for the enhancements and fixes in a given month in our monthly release notes.