Client Interface
Your complete guide to getting effective support from Verifik. Learn how to create tickets that get faster, more accurate responses.
Managing Your Tickets
Use the dashboard to track all your support requests. Tickets are automatically organized by status, so you can quickly see what needs your attention and what's been resolved.
Creating Effective Support Tickets
The most important factor in getting quick, accurate help is providing the right information from the start. Here's how to structure your request for maximum impact.
Writing a Clear Title
Your title is the first thing our support team sees. Make it count:
Be specific: "API returning 404 errors" vs "API not working"
Include the service: "SmartCheck Colombia API" vs "API issue"
Mention the outcome: "Cannot authenticate users" vs "Having problems"
Choosing the Right Category
Categories route your ticket to specialists who understand your specific type of issue. The category you choose determines what additional information the system will ask for.
Getting the Right Help by Category
Billing and Payment Issues
When you select billing, you'll be connected with our finance team. They need transaction details to help you quickly:
Reference numbers: Invoice IDs, transaction codes, or payment confirmations
Timeline context: When the charge occurred and what triggered it
Expected vs actual: What you intended to purchase vs what was charged
Integration and Development Support
Our technical team helps with implementation challenges. The more technical context you provide, the faster they can diagnose:
Code context: What you're building and how you're implementing it
Error specifics: Exact error messages, status codes, and when they occur
Environment details: Development, staging, or production settings
API-Specific Issues (SmartCheck)
For API problems, you'll be asked to specify which API you're working with. This routes your ticket to specialists familiar with that specific data source:
Request/response data: What you're sending and what you're receiving back
Endpoint behavior: Expected vs actual API responses
Integration pattern: How you're calling the API and handling responses
Document Processing (SmartScan)
Document scanning issues require visual context. Our scanning specialists can help most effectively when they can see:
Sample documents: Examples of what you're trying to process
Quality issues: Scanning problems, clarity issues, or formatting errors
Processing expectations: What data you need extracted vs what you're getting
User Authentication (SmartAccess)
Authentication problems often involve multiple moving parts. Help us understand your complete setup:
Flow description: How users are supposed to authenticate
Failure points: Where in the process things break down
User experience: What users see vs what they should see
Product Configuration (SmartEnroll)
Setup and configuration issues benefit from understanding your intended workflow:
Business requirements: What you're trying to accomplish
Current progress: How far you've gotten in the setup process
Blocking issues: What's preventing you from moving forward
Writing Your Message
The message is where you tell the story of your issue. Think of it as explaining the problem to a colleague who wants to help but wasn't there when it happened.
Structure your message like this:
What you were trying to do - Your goal or intended outcome
What you expected to happen - The normal, working behavior
What actually happened - The problem or error you encountered
What you've tried - Steps you've already taken to resolve it
Make it actionable:
Include specific error messages (copy and paste, don't paraphrase)
Provide step-by-step reproduction instructions
Mention environmental factors (browser, device, network, etc.)
Reference any documentation you were following
Including Supporting Files
Visual evidence often communicates problems more clearly than words alone. Attach files that help tell your story:
Screenshots and Images:
Error messages and unexpected behaviors
Configuration screens and settings
Before/after comparisons
User interface issues
Technical Files:
Log files (with sensitive data removed)
Configuration exports
Sample data that reproduces the issue
API response examples
Documentation:
Links to relevant Verifik documentation
Your internal documentation or requirements
Third-party integration guides you're following
Managing Your Support Requests
Tracking Progress
Your support dashboard gives you a clear view of where each request stands. Tickets move through different stages as our team works on them:
Active Tickets: Issues currently being investigated or waiting for your input Resolved Tickets: Problems that have been solved and are waiting for your confirmation Closed Tickets: Completed requests that have been resolved to your satisfaction
Staying in the Loop
When you click into a specific ticket, you'll see the complete conversation history. This is where you can:
Follow the progress: See what our team has discovered and what they're working on
Provide additional information: Answer questions or clarify details
Test solutions: Try suggested fixes and report back on the results
Escalate if needed: Let us know if the proposed solution doesn't work
Getting the Best Results
The Art of the Good Ticket
Think of creating a support ticket like telling a detective story. You want to give our team enough clues to solve the mystery quickly:
Set the Scene: What were you working on when this happened? What's your bigger goal? Describe the Crime: What went wrong? When did you first notice it? Provide Evidence: Screenshots, error messages, logs - anything that shows the problem Share Your Investigation: What have you already tried? What ruled out certain causes?
Building a Productive Dialogue
Great support conversations are collaborative. Here's how to make them work:
When we ask for more information: We're not stalling - we genuinely need those details to help you effectively When we suggest a solution: Try it and let us know exactly what happens, even if it doesn't work When something changes: Keep us updated if the problem evolves or if you discover new information
What Our Support Team Needs to Know
Technical Context
Your technical environment affects how our solutions work in your specific setup:
Development stage: Are you building, testing, or in production?
Integration approach: How are you connecting to our services?
Scale and volume: How much traffic or how many users are involved?
Recent changes: Did anything change in your setup before the issue started?
Business Impact
Understanding your priorities helps us respond appropriately:
Urgency level: Is this blocking your launch, affecting live users, or a nice-to-have improvement?
User impact: How many people are affected and how severely?
Timeline pressures: Do you have deadlines we should know about?
Workaround status: Are you completely blocked or do you have a temporary solution?
Environmental Details
The technical details that help us reproduce and solve problems:
Consistent errors: Do you see the same issue every time or is it intermittent?
Error patterns: Does it happen with specific data, users, or times of day?
System specifications: What browser, device, or server setup are you using?
Network factors: Are you behind a firewall, using a VPN, or in a specific geographic region?
Troubleshooting Common Situations
When Things Don't Work as Expected
Before creating a ticket, these quick checks often resolve issues:
Documentation review: Double-check our API docs or setup guides
Environment verification: Confirm you're using the right endpoints and credentials
Network connectivity: Test from a different network or device
Recent changes: Think about what changed since it was last working
When You Need to Escalate
Some situations benefit from immediate escalation:
Security concerns: Potential data breaches or unauthorized access
Service outages: Widespread issues affecting multiple users
Business critical failures: Problems blocking your core business functions
Time-sensitive integrations: Issues with hard deadlines
When You're Not Sure What's Wrong
Sometimes you know something's off but can't pinpoint it. That's okay - describe what you observe:
Performance differences: "It used to take 2 seconds, now it takes 20"
Behavior changes: "Users are complaining about X, but I'm not sure why"
Unexpected results: "The data looks different than before"
User feedback: "Our customers are reporting Y"
Making the Most of Your Support Experience
Setting Expectations
Response times: We aim to respond within 24 hours, but complex issues may take longer to resolve
Follow-up: We'll keep you updated on progress and next steps
Resolution: We'll work with you until the issue is resolved to your satisfaction
Getting Faster Results
Clear communication: The clearer your initial description, the faster we can help
Responsive collaboration: Quick responses to our questions keep momentum going
Testing feedback: Trying our suggestions promptly and reporting back accelerates resolution
Building a Relationship
Knowledge sharing: Your feedback helps us improve our products and documentation
Future prevention: Understanding your use cases helps us anticipate and prevent issues
Product evolution: Your real-world experiences shape our roadmap and priorities
Last updated