| Question | Answer / How to do it in Telgoo5 |
| What's the official Telgoo5 helpdesk address? | helpdesk@telgoo5.com. Tickets are tracked in the Telgoo5 Zendesk and you'll receive a ticket number on first reply. |
| For an urgent outage, what do I do? | Open a ticket via helpdesk@telgoo5.com. The ticket creates the system-of-record. |
| Where do I escalate device issues? | Devices → device aggregator (Vertex Wireless). Telgoo5 only handles the BSS-side question (charge applied, line provisioned). |
| Where do I escalate protection / insurance issues? | Directly with the protection provider (e.g., Prosurety). Customers file claims through them; CSRs only confirm enrollment status. |
| Where do I escalate financing issues? | Directly with the financing partner (Newaya). For BSS-side coordination (suspend/de-provision after default), email helpdesk@telgoo5.com. |
| What information should be in a good helpdesk ticket? | Customer ID or MDN, exact steps to reproduce, expected vs. actual behavior, screenshot, timestamp (with timezone), and the names of any agents who attempted the action. The more specific the report, the faster engineering can reproduce. |