Issue Reporting Template

When reporting an issue to Cresta Support, please utilize below template and send an email to support@cresta.ai

For Chat 

• Brief description of the issue: What is the problem? Clear and concise description of the issue you are experiencing
• Replication Steps (if applicable): Exact steps you are taking to reproduce the issue
• Why is it a problem? Description of how it's affecting your workflow
• User Details: Usernames of the affected agents
• Chat Details: Engagement IDs of affected chats.
• Nature: Intermittent or Consistent i.e. does the issue persists for all chats or some chats only, or does it occur during specific times during the day, or if you're on multiple concurrent chats, etc?
• Scope: How many agents are affected by the issue?
• Timing: Approximate time stamp (date and time) of the issue
• Screenshots and videos are extremely helpful for providing additional and clear context!

For Voice

• Brief description of the issue: What is the problem? Clear and concise description of the issue you are experiencing
• Replication Steps (if applicable): Exact steps you are taking to reproduce the issue
• Why is it a problem? Description of how it's affecting your workflow
• User Details: Usernames of the affected agents
• Call Details: call IDs of affected calls (and how to find call IDs) 
• Nature: Intermittent or Consistent i.e. does the issue persists for all calls or some calls only, or does it occur during specific times during the day, etc?
• Scope: How many agents are affected by the issue?
• Timing: Exact time stamp (date and time) of the issue
• Screenshots and videos are extremely helpful for providing additional and clear context!

How to Find a Call ID

1. In agent view, click See past calls: 

2. Once expanded, find the call where the issue presented and copy the Call ID:

Learn more:

• How do I view, track, and update my support requests?