Lesson
Seeking Support
We hope that you will be able to test and troubleshoot any issues using the tools and techniques from this course. However, if you do need to contact support, it is helpful to be as prepared as possible.
All Integrations
Regardless of what operating system you're working with, you'll need to submit the following along with your support request:
- List of steps to reproduce the error
- Verbose logs (if available)
- Text or screenshots of relevant logs within Braze
You may also be asked for the additional materials, depending on the integration.
Android
- Android Manifest file
braze.xmlbuild.gradle- Other relevant code snippets
iOS (Swift)
AppDelegate(or the relevant Braze-related code from AppDelegate)- XCode’s “Signing and Capabilities” settings
- Channel-relevant code (if not already in
AppDelegate)
Web
- Details on integration method (npm, Google Tag Manager, CDN, etc.)
- Relevant code snippets
service-worker.jscode (if sending web push)
Escalation Pathways
In general, you should keep your onboarding or customer success teams aware of any issues you’ve encountered.
If you have questions about how to execute an idea, or a larger strategy question, start with your onboarding or success teams.
If you have a technical issue, inform your onboarding or success contacts, and submit a support ticket.
Submitting a Support Ticket
Submit a support ticket directly from the Braze dashboard. In the following video, learn how to submit a support ticket.