This is a broad description that can cover a range of issues. Unexpected error messages, incorrect data, failed calls might fit under this category. While we believe that issues like these are rare with LeadDesk, should you encounter one, it is unlikely to have an immediate solution. This article discusses the kind of questions to ask at the start of understanding an issue like this.
Is it reproducible?
First, you should establish if this happens every time, or at least regularly, when you take a certain action.
- Make a note of which part of the application you were in when the problem occurred. Which interface are you using?
- What were you doing when the problem occurred? Does it happen when you click a certain button, select a certain option, use a particular dialing method, or work on a particular project?
- If you repeat the same steps, do you get the same result?
If the problem is not reproducible:
It is unlikely something that can be "solved" as such. We load information "live" and if information arrives in the wrong order, perhaps because of a momentary network interruption, unexpected things can occasionally happen.
Certainly monitor the situation, and see if the problem starts to become more regular. Otherwise, we can only recommend the following:
- Check that your operating system is up to date.
- If you are using the LeadDesk application, make sure you have the latest version.
- If you are using LeadDesk in a browser, make sure that you are using Chrome, and that the browser is up to date.
- Check that there are no problems with your internet connection. We recommend not using wifi.
If the problem is reproducible, you will need to contact the support team.
- They will likely need more information from you. Proceed to the next section that talks about how to access some of the information that Support might ask for.
Gathering information
When speaking with support, they may ask any of the following. None of these individually point to a solution to a problem, but all are useful points of data to help define the problem. Some of this you can collect ahead of speaking with support, others may be something to gather while in conversation with support.
Is there anything unique?
To help narrow down the problem, it is worth considering if there is anything unique about the situation the error occurred in.
- Is this problem affecting all users? Or just a subset?
- Are the this users who experience this problem the only people who uses a particular resource in LeadDesk? For example, are they the only people who work on a particular project? Work in a particular office?
Which release are you working on?
It will be useful if you can confirm for support which region you are in, and what version number of LeadDesk you are using.
Log in to LeadDesk in a browser as normal. and check the URL bar.
- The code after login- will tell you which region you are in. This screenshot was taken on a client in the nor region.
- The number after leaddesk.com/ is the release number. This screenshot was taken while using release 24.22.
The developer panel
During a discussion with support, they may ask you to open the developer panel. From it, support might be able to gather further information about the problem.
If you are using LeadDesk in Chrome:
- Log in to LeadDesk as normal.
- Press the F12 key on your keyboard to open the developer panel.
- The support team will direct you further to the information they need.
If you are using the LeadDesk application:
- Log in as normal.
- Press Ctrl+F11. The developer information will open in a separate window.
- The support team will direct you further to the information they need.