Tengo ticketing issues (Important, MUST READ!!)

There have been a couple repetitious issues we are seeing on Tengo tickets.

First, you need to be checking the support announcements first thing upon opening a site in Admin as there is frequently important information there.  We are seeing many escalations where the issue escalated is described in the support announcement as an ongoing issue.  I have also seen people recommend gaming access for sites where the support announcements state “No Gaming Access”.

Additionally ALL escalations and the majority of regular GS calls REQUIRE device specific information, even if a node is offline we need to know at the minimum the device type (laptop, phone, etc) Operating system, and if possible the MAC address of the device.  There should be a CARE update coming very soon to include these fields in the template.  In the meantime, please just add the line “Device/OS:” to your tickets.

Please be make sure you are checking these things, as failure to do so could result in coaching and/or disciplinary action.