How do you assign the requests created in the Insider Help Center to your Operational Excellence Team?
OXT selects requests from the pool based on severity, availability, and request history. Unless a request requires urgent action, the Insider Help Center Administrator assigns tickets to team members.
How do you track the quality of responses in the Insider Help Center?
Insider One team regularly checks requests and provides feedback to OXT. Additionally, we monitor the feedback collected from the surveys and take action accordingly.
Can we have video calls with the Operational Excellence Team when we believe we cannot handle the issue in a conversation?
Yes, OXT can support you over a call. The meeting link is directly shared with you by the bot when the ticket is assigned.
Which languages are supported in the Insider Help Center?
Currently, English, Polish, and Turkish languages are supported. Vietnamese, Traditional Chinese, and Russian languages can be available in the Insider Help Center according to our OXT's availability.
Can we add multiple stakeholders to the thread while submitting a ticket?
You need to log in and add your stakeholders to the cc while submitting your tickets.
What should I do if my request on the Insider Help Center is having quality issues?
You can rate the support you get from the Insider Help Center. If you have any unresolved requests, please reopen them and increase the urgency in the “severity” field.
Is it possible for our Customer Success Manager to create a request on our behalf?
Our customers should create and follow up on the requests. If you need guidance or help with creating a request, you can refer to Creating support tickets.
How many tickets should we submit if we have a campaign that will work on both desktop and mobile web?
You should create only one ticket for all platforms. To select multiple products, you can check each box as follows.
Who should follow up on our requests? Can our Customer Success Manager follow up with them?
Customers should follow the requests via My Activities. Refer to Creating support tickets for detailed steps.
We forgot to reply to the request, and it has been closed automatically. What should we do?
If you submit an answer to a closed ticket within 3 days, it will be reopened. If you answer after 3 days, a new request will be created linked to the previous one, and your conversation with the Operational Excellence Team will continue.
Why should we create a different request for all campaigns?
The effort and time required to test each campaign vary. For faster and higher-quality request delivery, each campaign should have different tickets.
We have cc’d our colleagues on the request; however, it has been resolved. Will previous cc’d colleagues be shown in the reopened requests?
Yes. If you have cc’d them once, they will see the request.
Can we edit the title and details of the requests?
Once you submit a request, you cannot edit its title or details. However, you can contact your assigned OXT member for the changes you want to make.
We have a question that is not answered on the FAQ. What can we do?
We are here to help! Please reach out to us at experience@useinsider.com.