Accessing the Customer Portal
The customer portal is a feature of the Looker Help Center that allows customers to track support requests filed with Looker's Department of Customer Love (DCL) in one central location. The portal is accessed by logging into Help Center and clicking Support requests under the user profile menu:
In the portal, customers can search for tickets, view chat transcripts, ticket responses, and ticket details such as status, priority, and days since the last activity:
While all customers can view their own support requests and tickets that they're cc'd on, only Looker technical contacts can view tickets for their entire organization.
The sections below provide more information about DCL's ticket process and workflow, including status labels, priority, and the implications of both.
DCL prioritizes tickets according to the following classifications:
- S1 - Urgent: Complete loss of application functionality, causing a critical impact on business operations.
- S2 - High: Looker services are operative but degraded, causing a significant impact on business operation.
- S3 - Tolerable: Looker services are usable, non-critical functionality or components are affected, and most operations are unaffected.
- S4 - Question: Includes general questions, requests for documentation, or other non-critical system related issues. Operations are not affected.
Priority is subject to reclassification based on the evolution of an issue, and its impact. Ticket priority is updated in accordance with the current state of impact.
The Support Services Guidelines provide more information on priority classifications and corresponding service-level agreements (SLAs).
DCL uses status labels to track with which party the onus of next steps lies. The statuses and their implications are as follows:
- Open: The initial request has either just been opened, is still ongoing (if received via chat), or the requestor has recently responded to the ticket and DCL is actively investigating or responding.
- Awaiting your reply: DCL has reached out to or responded to the requestor, and is waiting for a response in order to proceed with next steps.
- On hold: Progression of the ticket is contingent on an internal team or process. Examples include:
- DCL is attempting to reproduce a reported bug, or investigate a workaround.
- DCL is liaising with an engineering team with regard to a bug.
- DCL has determined that the request is best served by the Account team, and are waiting for the account team to make contact with the requestor before closing the ticket.
On Hold does not imply that an issue is not being investigated; it means that DCL is holding for completion of an action on their side.
- Solved: Ideally, this occurs when the requestor and support agent agree that the issue is resolved. However, there are several additional circumstances in which a ticket may be marked as Solved:
- The issue is a bug that DCL has reported to the Looker engineering team, and the requestor and support agent have communicated and aligned on the priority and estimated resolution timeline.
- The ticket has been "merged" into another support request. When this occurs, DCL determines that two or more tickets span the same issue with the same customer, or represent one chat that may have been disrupted and split into multiple support tickets. Although DCL merges the impacted tickets into one, the tickets remain separate on the customer portal; the merged tickets will be labeled Solved.
- The requester has not responded to the ticket for a period of time, and has received at least one additional alert from the support agent (the period of time and the number of alerts from the agent may vary, depending on the severity of the issue). Although the ticket is marked Solved, the issue can be reopened by the requestor as needed. See below for more information about reopening closed DCL support requests.
Reopening Support Requests
If a requestor believes an issue marked Solved was left unresolved, was not sufficiently resolved, or if a requestor was unable to engage with the support agent during the troubleshooting process and was unresponsive, the issue can be reopened. A response on the ticket thread, either through the customer portal or via email, will automatically reopen a closed support request. Customers can also initiate a new chat session to reopen a support request.