Prerequisites for Better Troubleshooting:

  • Account Name
  • Template Name
  • Campaign ID / Journey ID

Initial Verification Steps to be Followed by CAT:

  1. Verify Panel Settings for Link Tracking:
    • Ensure link tracking is enabled for the panel from the CPAAS end.
    • Log in to the CPAAS panel and navigate to Settings -> General Settings -> Link Tracking to verify this setting.
    • Screenshot:

       

Troubleshooting Steps to be Followed by CAT:

  1. Step 1: Check Template URL Type:
    • Verify that the URL type used in the template is set to "Dynamic." Static URLs will not be tracked as per the current product functionality.
    • Example:
      • Dynamic URL: Should be used for tracking clicks.
      • Static URL: Will not be tracked for clicks.
    • Screenshot:

      Example of a Dynamic URL -



      Example of a Static URL -

       

Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client of the findings.
    • Provide clarity on why the problem occurred.
    • Provide Screenshot

  2. [Reason 2]:

    • Escalate to Cross-functional teams to investigate further.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases

Escalation Path:

  1. Initial Verification by Business Teams (CRS/CSM/CSS/Onboarding):

    • If resolution is not found after initial verification:

  2. Further Investigation by Helpdesk:

    • If the issue is not resolved after initial & further investigation:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Reference Ticket IDs:

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