Written By Alexander Haque
Last updated About 2 months ago
At Clerk Chat, we’re committed to delivering exceptional support because it’s the foundation that upholds the quality of our product. We pride ourselves on offering industry-leading customer service, providing expert guidance, quick resolutions, and personalized help whenever it’s needed.
Please refer to your Partner Agreement for the Clerk Chat support email and telephone number.
Key Details to Include When Contacting Support
When customers need to reach out to Clerk Chat for support or assistance, it's important that they include key information to help the support team address their issues efficiently. Here’s a list of details that should be included:
Name: The full name of the person or business contacting support.
Email Address: The email address used to register with Clerk Chat (if applicable).
Phone Number: A contact number, if phone support or follow-up is required.
Account Information
Business or Organization Name: If the customer is contacting support on behalf of a business, providing the business name will help locate the account. Please include user email and affected phone numbers.
Issue Description
Clear and Detailed Description of the Problem: Customers should explain the issue they are facing as clearly and specifically as possible. This includes what they were trying to do, what went wrong, and any error messages they received.
Affected Phone Number or User: This information is crucial for our support team to quickly identify the source of the problem, diagnose it accurately, and ensure a faster resolution.
Steps Taken Before the Issue Occurred: Listing the steps they took before encountering the problem helps the support team better understand the context.
Expected Behavior: What the customer expected to happen vs. what actually occurred can clarify the nature of the issue.
Screenshots: If possible, customers should include screenshots that show the issue or error messages. This visual evidence can expedite troubleshooting.
Error Codes: If an error code or message appears, it should be included verbatim in the message.
ℹ️ Providing a screenshot or video recording of the issue can minimize unnecessary back-and-forth communication and speed up the resolution process.
Platform/Environment Details
Device Type: The type of device the customer is using (e.g., desktop, laptop, tablet, or smartphone).
Operating System: Information about the operating system (e.g., Windows, macOS, iOS, Android) and the version, if known.
Browser Information: If they are using Clerk Chat on a web browser, they should include the browser name (e.g., Chrome, Firefox, Safari) and its version.
Date and Time of Issue
When the Issue Occurred: The date and time when the issue was first noticed, as this can help the support team track server-side logs or other data.
Previous Troubleshooting Steps
Steps Already Taken: If the customer has tried troubleshooting (e.g., restarting the app, clearing cache), they should mention this. It avoids repeating steps and helps the support team focus on advanced solutions.
Urgency or Impact Level
Urgency Level: Customers should indicate whether the issue is critical (e.g., affecting business operations or multiple users) or if it's a minor inconvenience.
Number of Users Affected: If it's a business account, the customer should mention how many users or employees are impacted by the issue.
Level | Severity | Definition | Example |
P1 | Critical | P1 cases are critical issues that have a severe impact on business operations or result in a significant loss or disruption for the customer. | Clerk Chat App is down. System outage affecting multiple users or critical functionality. |
P2 | High | P2 cases are high-priority issues that have a significant impact on the business or cause notable inconvenience or disruption for the customer. | A portion of the phone numbers or subset of users is affected. |
P3 | Medium | P3 cases are medium-priority issues that have a moderate impact on the business or cause minor inconvenience for the customer. | Assigning numbers to a user, adding team members. Non-critical features not working as expected. Configuration errors or setup problems. |
P4 | Low | P4 cases are low-priority issues that have minimal impact on the business or cause minor inconvenience for the customer. | Contacts are duplicated in the app, changing billing email. Cosmetic issues or minor bugs. |
Feature Requests & Enhancements
If you have suggestions for new features or improvements, feel free to share them through our feedback portal.