Important Steps for Resolving Technical Issues with Docusign

Hi Partners,

Here are some best practices for creating Support Tickets

To help us provide you with the fastest and most effective support, here are some best practices for creating support tickets:

• Provide Clear and Detailed Information – Include all relevant details about the issue, such as steps to reproduce, any error messages, and screenshots if applicable. The more information we have, the quicker we can assist you. Attaching a screenshot can greatly help us understand the issue more quickly and accurately.
• Customer Name & Account Information – Always include the correct customer name and the Account Name or Account ID, as this allows us to track the issue more efficiently.
• Be Specific About the Problem – The more specific you are about the problem you're facing, the better. For example, if you're experiencing an error, provide the exact message or behavior you're seeing.
• Keep Updates Relevant – If you're following up on an open ticket, ensure your updates are clear and related to the issue at hand. This helps prevent any confusion or delays in resolving your case.

By following these best practices, you'll ensure faster and more efficient resolution of your issues. We appreciate your cooperation and look forward to assisting you!

Hi ​@Mayar.Abounnaiem ​@Reuben.Ng 

We appreciate the detailed article and the guidance provided. As a SI Partner, we frequently assist our customers in resolving both common operational issues and complex technical integration challenges. However, we still encounter cases where the documentation lacks clarity, or where we face unfamiliar issues. Despite having passed the DocuSign Certified eSignature Administrator and eSignature Technical Consultant exams, we sometimes even encounter bugs, and we rely on support to help resolve these situations.

As you mentioned, joining a customer’s account as an Admin to initiate cases is not a viable option for our customers. Admin-level users can access all users’ envelopes through the API, which raises significant security concerns for our customers. From the customer's perspective, this is unacceptable.

Additionally, if we were to take on the role of Admin in a customer’s account, it would present significant risks for us as a partner. Any account breaches, data leaks, or misconfigured settings caused by our involvement would lead to risks and responsibilities that we cannot afford to bear.

Looking at how other product supports operate, there are solutions that might better suit partners like us:

1. Some platforms allow adding a "Case Admin" role within the customer’s account, granting case submission rights without access to any other business-related pages.
2. Others enable partners to manage cases via a Partner Portal, where we can select our customers and open cases on their behalf.

The second option is particularly partner-friendly and allows us to manage cases efficiently while ensuring security and clarity for all parties. We noticed that the current Partner Technical Support Portal already includes a dropdown list for selecting customers, which seems to be a step in this direction. Could this functionality be enhanced to allow partners to open cases for customers with proper authorization? This would provide a win-win solution: convenience for customers, efficiency for partners, and better case management for everyone involved.

We look forward to hearing your thoughts on this and hope for enhancements that better support partners like us. Thank you for your consideration.

FreeLink/甫连信息

🌍 DocuSign Partner | Partner Profile

🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year

🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 DocuSign Community Leaderboard Top 5 contributor.

🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.