How to Submit a Ticket to Twilio

Objective

Submit a ticket to Twilio.

Applies To

• TSE

Procedure

When to submit a ticket

• Carrier based issues (see here).
• Help verifying an address.
• Help purchasing a phone number.

Always link the Twilio ticket to the Outreach support ticket by copying the ticket number from Twilio confirmation email and adding to the support ticket as an internal note.

Do not submit tickets related to Outreach Voice billing or charges! These tickets should be handed off to the Outreach Billing department.

If you need immediate support:

US at +1-855-581-1581 PIN - 9623

UK at +44-800-8021272 PIN - 9623

Submit a ticket

1. Log in to Okta.
2. Click the Twilio tile.
3. Ensure the ticket has the following information:

   • Sub account SID - This can be found as shown here on the org settings page in super admin

   • Description of issue - Depending on what the issue is, you may want to include

   • Call Quality - What is the end user experiencing on the call? Are there any error messages? Do you have any recordings?

   • Purchasing a phone number - What country are you trying to purchase? Is there an address associated?

   • Verifying an address - What is the address? How have you tried to enter it? Have you tried to use Smarty Streets to verify it? If so, please include a screenshot of that.

   • If the ticket involves any phone calls, you will also need:

     • Call samples with call SID

       • (As of Sep 26, 2022) We no longer populate the call SID in Outreach.

     • Either find the call log in Twilio > get into the call -> grab the SID from there.

     • Or use the UID (populated in network logs) to find a DD record for the call -> get the SID from that.

Tracking Twilio Tickets

1. Log in to Twilio.

2. Click Support Center.

3. Filter for tickets.

Portal Submission Best Practices

1. Take advantage of the option to include ticket priority. Twilio will auto-respond with a ticket number at the bottom of a confirmation email.
2. Do not CC the customer.
3. Inform any other TSEs working with the Zendesk ticket.