Tips and Tricks for Submitting Tickets to Wiretap

Tips and Tricks for Submitting Tickets to Wiretap

Welcome to Wiretap Telecom’s guide for getting the help you need quickly and efficiently! We’ve compiled some tips and tricks to ensure your ticket doesn’t just sit in the queue, it gets solved!

📞 How to Contact the Help Desk

Ticket: On the Wiretap homepage click Support → Submit A Ticket

Phone: (877) 471-3603

🤔 Why Details Matter

Our Help Desk is staffed by real humans (yes, we checked), and while we’re pretty good at deciphering vague descriptions, providing complete information ensures we can dive right into troubleshooting rather than guessing.

Below are the key categories of issues we commonly tackle and the must-have details for each. Please include this info when submitting your ticket. Your future self will thank you!

☎️ Reporting Call Failures

For tickets related to call failures, such as the inability to make inbound or outbound calls or specific call failures, we require at least one call example. Here’s what we’re looking for:

Caller’s number:

Called number:

Date/Time:

Call treatment: (busy, dead air, number could not be completed as dialed)

📠 Reporting Core-Fax Issues

When you encounter faxing issues, providing detailed information helps us identify and resolve the problem quickly. Here’s what we need:

E-mail address:

Destination number:

Date/Time:

📲 Reporting SMS Issues

If you’re experiencing issues with SMS delivery, here’s how you can help us help you:

Sender’s number:

Sent number:

Date/time:

TCR form on file: (Yes/No)

🙂 General Tips:

Be Specific: Ambiguity is the enemy of resolution. “It’s broken” doesn’t give us much to work with.

Provide Examples: If the issue is intermittent, provide multiple examples with timestamps.

Attach Logs: When in doubt, attach logs or screenshots. We’re fluent in error codes.

Stay Available: We may reach out for more information, so keep an eye on your email.