Most workplaces rely heavily on a third-party integration platform that has been working smoothly and efficiently up till now. However, that doesn’t mean that there is zero risk of running into trouble. Companies rely on integration software for efficiency and balanced workflow. When these processes are disrupted, this can disrupt workplace productivity. However, unexpected scenarios do arise. It is essential that you have the appropriate software troubleshooting guide template to promptly navigate these issues.
In a nutshell, a Troubleshooting Guide is a structured set of guidelines to follow when encountering problems with the application. It gathers information on a system’s anomalies and seeks to identify symptoms and next steps. This systematic approach to problem solving is commonly used in software integration.
When your integrated platform is showing a lack of functionality, it can be difficult for teams to run processes smoothly. By troubleshooting, you can analyze the issue and root causes, or circumstances that led to malfunction. Once these aspects have been identified, it is easier to fix the components that aren’t working, assuming that that can be done internally.
With troubleshooting, you can document issues when they appear and have a track record of common causes. This is a method for problem solving that approaches the issue in a logical way to not only solve, but prevent future problems. While there is no one-size-fits-all strategy to troubleshooting, this free troubleshooting guide template can provide a fixed script to follow to move through processes smoothly.
Your Troubleshooting Guide should include the following elements:
In any case of application issues, the first thing to look at is whether the user has followed the instructions. A common cause for issues is that employees may not have been briefed properly on the software functions or misused it by accident. Once you rule out this possibility, you can look at software-related causes.
When a product / features exhibits undesirable behavior, it can be attributed to a few things. For instance, the permission settings may be set wrongly, or there might be access issues. It is important to cross-check the common mistakes with using this particular feature.
To get a closer look on the situation, the user should have evidence. These include: screenshots or screen recordings of the issue happening, URL, device or browser used, and number of users affected (is this happening to an individual or across the workplace?)
With a clear idea of what went wrong, it is time to repair, adjust or eliminate the problem. To avoid wasting unnecessary time in engaging customer support, make a list of potential solutions to tackle the issue at hand. These can range from simple methods like clearing the browser cache, to more complex processes.
If the issue persists, submit a bug report error so that your engineering team can step in to resolve the issue. To make sure you provide enough details to help your engineering understand and identify the issues, check out this sample Bug Report Template.
Include past tickets on similar issue to help your agents better understand how to communicate well with the clients to gather information and provide workaround and solutions. This can save your agents a lot of time in crafting the best responses to the issue.