What should you check before troubleshooting with a customer?
Before troubleshooting, check the customer's account and plan, their recent tickets and conversations, any open incidents or known issues, recently reported problems from other customers, recent product releases or configuration changes, and available logs or session data. This avoids asking questions you can already answer and often points straight to the cause.
Pre-troubleshooting checklist
Why looking at recent reports matters
If several customers report the same symptom, you can link the ticket to an existing issue, share the workaround, and give a realistic fix date instead of starting from zero. It also helps engineering see the true impact.
Then troubleshoot systematically
Reproduce the issue, isolate variables one at a time, document each step, and confirm the fix with the customer. AI assistants that search past tickets, docs and bugs together can surface likely causes in seconds.
