Overview
Dooblo receives many scripting questions through our support ticket system. This article describes which type of scripting questions are in the scope of our support department and which are better to be handled by our Scripting Department and why.
Scripting question types
There are a few scripting question types which can be categorized as follows:
| Type Of Scripting Question | Explanation | Requires from Support | In Scope of Support |
|---|---|---|---|
| Function How-To | Question about how a specific scripting function works | Small effort. Support team is well versed in how to use any scripting function. | Yes |
| Simple Scripting bug | Simple scripting code that was implemented but doesn't work as expected and can be easily recreated in a new test script | Medium effort. Support team needs to setup a sample script in the lab to test out the scenario and locate the bug. | Yes |
| Simple Scripting How-to | Simple scenario that can be easily explained in the ticket without the need to share a questionnaire or a part of a questionnaire | Medium effort. Support team needs to setup a sample script in the lab to test out the scenario and locate the bug. | Yes |
|
Complex Scripting Bug |
Complex scripting code that was implemented but doesn't work as expected and relies on lots of code/questions and thus needs to be debugged on the specific customer survey only. | High/Very high effort. A Dooblo scripter needs to learn the specifics of the questionnaire as the customer has implemented it and invest the time to locate the issue. This can take anywhere from 30 minutes to hours of debugging work. | No. See below on how to get support for these type of questions |
| Complex Scripting How-to | Complex scenario that can can't be easily explained in the ticket. Customer needs to share a questionnaire or a part of a questionnaire in order to explain what they are trying to do. | High/Very high effort. A Dooblo scripter needs to review the questionnaire and understand the different requirements and dependencies of the specific complex scenario, then create a sample script that show cases how this scenario can be implemented taking into account all the different complexities of the questionnaire. This can take anywhere from 30 minutes to hours of dedicated work. | No. See below on how to get support for these type of questions |
Why are some scripting questions "Out of Scope" of our Support Department?
Our support comes at no cost and we try to provide the best possible support to all queries and issues. To do that we have to prioritize the support tickets and you can click here to learn more on how we prioritize the different tickets that come it. And while we also offer no-cost scripting questions support, it is limited to answering specific questions that will not hog our support team for a long time preventing us from providing technical support to prioritized tickets. As such, it does not include going over your questionnaire or reviewing your already scripted script and debugging it or scripting parts of surveys for you. It only includes answering specific questions as noticed in the table above and includes scenarios or questions that can be explained within the context of a ticket.
In case you are in need of more in-depth scripting support or wish for us to script part(s) of the script for you or explain how to script entire sections of a questionnaire or any other scenario listed in the table above as "out of scope" of our support department, read the below paragraph on how to get this extended support from our Scripting Department.
How to get support for the type of questions which are "Out of scope" of the Support Department?
In case you require more in-depth scripting support which is listed above as "Out of scope" of our Support Department you may consider the following services:
| Service | Description | Extra Cost? |
|---|---|---|
| Scripting Entire Questionnaires |
In most cases we would recommend that you contact one of our delivery partners that can be found here https://www.dooblo.net/partners/ In very specific cases our team may be performing that. In such cases we will review your questionnaire and discuss with you costs and timelines. |
May require additional costs depending on scope |
| Scripting Parts of Questionnaires | The Dooblo scripting team can script a specific complex part of your questionnaire for you but this will require a review of our scripting team manager to make sure that this can be done. | Yes, estimated per need |
| Dedicated Expert Support Session To Review Specific Questions about a script | The Dooblo scripting team can allocate a dedicated expert scripter to review and then do a session with your scripters to cover questions about a specific questionnaire or an existing script. These would be more consultative sessions and not actual scripting. | May require additional costs depending on scope |
Comments
Article is closed for comments.