Interacting with Digital Tide Support

Digital Tide handles support requests via the Zendesk ticketing system. You can submit a request by sending an email to support@digitaltide.io. After sending your request, you’ll receive an email with a ticket number.

We recommend registering on the support portal to view the history of your own requests and, if permitted, your colleagues’ requests as well. Using the portal helps avoid issues with spam, as both parties can see responses directly in one place.

It’s advisable not to continue communication regarding a different topic within an already open ticket — please create a new ticket instead. However, avoid opening a new ticket if an issue is already under discussion.

Please keep us informed of the status from your side. For instance, if you believe the issue has been resolved, kindly let us know. We also ask that you notify us of any changes in your testing scenario or outcomes.

Additionally, please note that we primarily handle questions directly related to our platform. Although we’re often happy to assist with peripheral issues (e.g., phone-related problems), we ask you not to overuse this support.

Please conduct as much self-analysis as possible before reaching out to support — especially in cases where the issue can be resolved through the interface. For example, if an incoming call is being routed incorrectly, first check your domain settings and verify that the interface is configured according to the intended scenario. In such cases, you or your client may resolve the issue independently, significantly reducing resolution time. Don’t forget to access the logs.

When submitting a support request, please include the following information:

1. Subject: A concise summary of the issue.

2. Date and time of the call (or issue): If the call exists in the PBX history, copy it from there or provide a screenshot.

3. PBX name.

4. Called number (Number B): e.g., a landline number, mobile number, employee name/login, or extension number.

5. Calling number (Number A): e.g., mobile number, employee name/login, or extension number.

6. Call scenario.

7. Result.

8. A detailed description of the issue and the desired outcome from the client’s perspective.

9. Link to the log (if available) from the Digital Tide platform — or the relevant log excerpt.

10. Any additional information that helps clarify the situation.

For item 9 — simply copy the link from your browser’s address bar, for example:

https://logs.secure.digitaltide.io/search/?q=Call-ID%3A+f4b8128b-a7be&d=20140826&t=10%3A22%3A43.098

Alternatively, you can include a relevant log snippet or specify an event identifier, such as SIPDATA-452356 or PBXLEG-752341.

Periodically, we send out communications containing various updates. Depending on your preferences, we can configure flexible notification delivery for your colleagues.

Ideally, we would send all notifications to a single email address. You can create a dedicated mailbox (for example, digitaltide@…) and subscribe all interested parties to it.

Please provide the email address(es) to receive notifications for each of the following:

• Notifications about maintenance or work being carried out on the service
• Notifications about outages and their causes
• Notifications about new service features or major changes to existing functionality