Ditto Support Tooling Improvements

Introduction

With the goal of providing a world class technical support experience, the Ditto team has been improving our tooling.  We aim to keep the high quality personalized interactions that you have come to expect from Ditto's customer engineering team, while adding a best in class support ticketing system.  Now that the new tooling is available to all of our customers, we would like to share more details. 

The new ticketing system will provide alerting and structured reporting of questions and support requests. Not only will this lead to more consistent response times, but it will also allow us to look back and guide improvements in our responses and product.

There will be an integrated Help Center that will display current and previous support requests. Your entire team will be able to see at a glance which requests are in progress, and which are resolved.

We are excited for these changes, as well as the future improvements that these changes enable. There are some actions that we need your team to complete in order to use this new tooling.

Please read onward, and contact support@ditto.live with any questions that you may have.

Important - Action Required

The new help center will use the same authentication as the Ditto Portal. You will not need another login and password. The following actions are required to correctly associate each user with the correct organization and applications:

• Make sure that every supported application belongs to an organization and is not listed under Personal App
• Make sure that everyone that will access the help center has an account on the Ditto Portal, and is a member of the organization that contains your supported application.

If you have questions, email support@ditto.live and we will be glad to assist.

I don’t have access to Ditto Portal. How do I sign up?

Click on Get Started near the upper right corner of ditto.live

If your team already has an Organization, ask an Admin from your team to click Invite Users on the settings page for your organization.

How do I ask a development question?

• Open https://support.ditto.live, or click on the Support link on the Ditto Portal
• Click on Submit request
• Chose Technical Support
• Chose the correct Organization if you are a member of multiple organizations
• Choose Level 3 as the Priority
• Provide as much detail about the problem as possible. A complete understanding of your issue will lead to a quicker resolution time.

How do I get help when my production application fails?

Follow the same process as asking a development question, but choose "Level 1"

• Open https://support.ditto.live, or click on the Support link on the Ditto Portal
• Click on Submit request
• Chose Technical Support
• Chose the correct Organization if you are a member of multiple organizations
• Chose Level 1 as the priority.
• Provide as much detail about the problem as possible. A complete understanding of your issue will lead to a quicker resolution time.

Opening a Level 1 ticket will notify the team according to your Service Level Agreement and engage our technical support resources.

How do I escalate a problem to the management team?

Always open a Technical Support ticket first, it is the quickest way to engage the right technical resources.

If you have opened a Technical Support ticket and need management assistance, the Ditto management team is available and ready to help. There is a ticket type for this type of request: Escalation

Are there any other ways to open or interact with support tickets?

Yes! you can email support@ditto.live in order to open a support ticket. It will be opened as a Level 3 ticket. We are evaluating other options for opening and interacting with tickets.

When Ditto updates a ticket, you will receive an email as well. Responding to that email will update the ticket.

Currently the only method to receive help for a production down issue is by opening a ticket through the Ditto Help Center

I have an application listed under Personal App that is a supported application, how do I move it?

Follow these steps:

• Login to the Portal
• If you do not have an organization, you can create one:
  • Click on Personal in the top left
  • Click on New Organization in the drop down menu
  • Create the organization
• Click on the Application that you wish to move.
• At the bottom of the settings page, find Transfer your App and click on Organization, and chose the new organization for the application. It will be listed as pending until the transfer is accepted in the new organization.
• Invite new users to the organization, and email support@ditto.live when this is finished.