Description: 3rd Party App is not working
Common customer description:
“My _______ stopped working”
I Cannot Access ________ (QuickBooks)?
Probing questions: When did this start to happen? Is it just happening to you, or is it everyone in the office? Are you experiencing other problems like accessing the internet or network resources? Has this happened before? If so, what do you usually do to take care of this?
Steps to isolate: Connect to the user’s computer, have the user show you the steps they are taking when the problem occurs. Could be when the use a specific function of the app or when they try to print from the app. The first step is to determine if the rest of the PCs software/ hardware are functioning.
If trouble printing, can you print from other programs like Microsoft word?
When did this start to happen? – Search for related tickets in the time frame. Did this happen after a software update?
Are you experiencing other problems like accessing the internet or network resources? If there are other problems like internet access or network resources this could be something other than a problem with the software itself.
Steps to resolve: Our main responsibility is to eliminate the PC. If you come to the conclusion it is a problem with the software itself, it is best practice to contact the Software Vendor to resolve this issue. Contacting the Vendor will be Billable Work and will need approval from the main contact. You should Offer to contact the Vendor yourself, but keep the customer on the line- sometimes they need to verify customer info before talking to us.
Additional considerations: If you have error messages, Google them and search forums to sometimes resolve the issue without contacting the 3rd party Vendor.