Overview
This article provides guidelines for Lunchbox external partners on how to escalate issues effectively to ensure prompt and accurate resolution. Proper escalation procedures help streamline the support process, allowing our team to address your concerns more efficiently.
Step-by-Step Instructions for Escalating Issues
1. Log a Support Ticket
The first step in the escalation process is to log a support ticket with the Lunchbox Support Team. This ticket will serve as the primary reference for all communications regarding your issue.
How to Log a Ticket:
Send an email to [email protected] with a detailed description of the issue.
Include relevant screenshots, error messages, or any other information that might help us understand and resolve the issue faster.
Upon receipt, you will receive a confirmation email with a unique support ticket number.
2. Contact Your Account Representative
Once you have logged a support ticket, you can reach out to your primary point of contact at Lunchbox for further assistance.
Steps to Follow:
Email your Account Representative.
Be sure to include the support ticket number in your email to provide context and ensure alignment between our support and account management teams.
3. Leverage the Shared Slack Channel (If Available)
For integration partners with a shared Slack channel with Lunchbox, this can be an additional avenue for communication.
Using Slack for Escalations:
Post a message in the shared Slack channel mentioning the issue and your support ticket number.
Our team monitors these channels and will follow up based on the details provided.
Best Practices for Escalations
To ensure your issue is escalated appropriately, please keep the following best practices in mind:
Always log a support ticket first before escalating via email or Slack.
Include your support ticket number in all forms of communication, whether via email or Slack.
Provide as much detail as possible when describing your issue, including any relevant documentation or context.
Additional Notes
Following these steps will help us assist you more effectively and ensure that your escalations are handled with the urgency they require. If you have any further questions or need additional guidance, please don't hesitate to contact your Lunchbox Account Representative.
Thank you for partnering with Lunchbox!