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Ticket Response Templates¶

Canned responses for common support scenarios.

Who this is for¶

Support

Initial response templates¶

Acknowledgment¶

Thank you for contacting ValuePact Support. We have received your request and are reviewing it. We will respond within [timeframe] based on the severity of your issue.

Ticket ID: [TICKET_ID]

Information request¶

Thank you for reaching out. To help us resolve your issue efficiently, could you please provide:

Your organization name

The exact error message or screenshot

Steps to reproduce the issue

Browser and OS version (if UI-related)

Approximate time the issue started

Resolution confirmation¶

We believe we have resolved the issue you reported. The fix was [description].

Please verify and let us know if you continue to experience any problems. If we don't hear back within 3 business days, we'll close this ticket as resolved.

Common issue templates¶

I'm sorry you're having trouble signing in. Let's troubleshoot this step by step:

Clear your browser cache and cookies for valuepact.ai

Try signing in from an incognito/private window

If using SSO, confirm your domain is still verified

If using MFA, ensure your device time is synchronized

If the issue persists, please share any error messages you see.

Integration sync failure¶

I see that your [integration] sync is failing. Let's check a few things:

Verify the integration connection in Administration → Integrations

Check if credentials or tokens have expired

Review the sync logs for specific error messages

Confirm the external system is accessible

Please share the error details from the sync log so we can investigate further.

Closing templates¶

Resolved¶

We're glad we could resolve your issue. If you have any further questions, don't hesitate to reach out.

Ticket closed as resolved.

No response¶

We haven't heard back from you in 5 business days, so we're closing this ticket. If you still need assistance, please reply and we'll reopen it.