QA Broadcast: Linking tickets to a PR (Problem Report)
Published · updated
Please analyze if the customer's issues are one of the following active PRs that we have. Make sure that you read and understand the instructions on the PR.
UAE Connection issues: (Please make sure to get the Carrier/ISP from the customer and that they are using the latest version of the app.)
5731766 \[HSS] Mac UAE Connection
5731746 \[HSS] iOS UAE Connection
5731762 [HSS} Android UAE Connection
5731735 \[HSS] Windows UAE Connection
5731721 \[BN] iOS UAE Connection
5721717 \[BN] Android UAE Connection
iOS Users app permission issues: (iOS users can't give the app permission to establish a VPN connection).
5743605 \[BN] iOS App permission for VPN connection. Please make sure to get the current build of the app they are using.
Google Purchase not linked to the user account:
5701730 \[BN] Google purchase not linked to the account. Verify that they have a valid subscription showing on Google Console. Please give the users a 1-week premium code so they can continue using the service while we fix the issue.
China Connection Issues: {Please make sure that we get the Carrier/ISP of the user and have done all troubleshooting steps.)
5711309 \[HSS] China Connection Issue.
5708880 \[BN] China Connection Issue.
Important Notes:
Once SME requirements on the PR ticket are met, agents should link the ticket to the PR and reply accordingly.
If the only instruction provided by the SME is to link the issue on the PR, the agent should send the appropriate TS then link it to the PR. (For connection issues in China and UAE, make sure to establish on the email/chat that the customer is physically located in UAE or China.
If all TS has been exhausted, the agent can use the known issue macro to let the customer know that we are working on it.
If the customers are engaged and asking about an update, please reach out to the SME for possible escalation.