Hey everyone, I have a message from Bruce, our Director of User Engagement about logs that are submitted and what happens to them.
Hey Wyze Community! I want to clear up some confusion about submitting logs and sending support tickets. Your feedback is crucial, so let’s make sure it gets to the right place!
Submitting Logs
Super helpful for product improvements and bug fixes
Reviewed by our engineering team behind the scenes
You will not receive a reply from an agent
Support team doesn’t have access to these logs
They lead to many of the updates you see in our products!
Jason, previously you stated we should post our Log numbers on the forum and tag you so you could get the Log to the right people. Is this still recommended or no longer needed to tag you on Logs?
I bookmarked this topic, and I’m also dropping this here for a reference:
Since you mentioned tickets:
Two follow-up questions:
Is the recommended procedure here still to submit a log and then follow that up by opening a ticket from the Help Center? That’s what I’ve generally advised other users after reading a post from @carverofchoice earlier in the year (and also because that’s what the automated e-mail suggests after a user submits a log), mostly because of this statement:
What are the chances the full-page ticket submission form will return at some point? I liked this form because it made completing the initial ticket submission easier and allowed me to add sufficient detail about a problem at the time of ticket creation, whereas the current workflow (unless someone is aware of a more efficient way, then please share it here!) requires the user to go through at least seven steps/clicks through the AI-powered search bar just to get to an abbreviated form with a line for the user’s name, a line for the user’s e-mail address, and a single line to write a description of a problem. (This is where I usually just drop a Log ID and a brief note and then wait for the automated e-mail response where I can add detail to that via e-mail and actually describe the problem there.) A link to the full form still exists in the Community Guidelines, but clicking that just results in a couple of redirects until the Help Center’s main page loads.
You really are a secret carverofchoice clone or AI bot aren’t you?
I came to basically post the same message with the same references then find you already beat me to it and said what I was going to say and referenced the same things I was going to, and now I find I have nothing else to say.
This is recommended when I (or another employee) specifically ask for them. Honestly in some cases it helps to have a ticket with support open also because I am able to gather more information when I have both a ticket and log.
Yes, but they may not be able to help in some circumstances, but at least in that instance we will have a log and a ticket and the ticket sometimes will contain useful info.
That’s what I figure, and that’s how I like to use tickets, because I have much more space to provide a detailed description of the issue and troubleshooting steps attempted via e-mail when I have an open ticket to reply to.
I want to clear up some confusion about submitting logs and sending support tickets. Your feedback is crucial, so let’s make sure it gets to the right place!
Remember: Logs → No reply, but super important for improvements. Need help? → A support ticket’s the way to go!
- Bruce
I bookmarked this topic, and I’m also dropping this here for a reference:
