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Service and Support

Last Updated on : 2021-05-29 03:28:04download

This topic describes how to submit and manage technical tickets.

Preparations

Tuya provides you with a rich supply of documentation and FAQs, which cover 80% of the information you need. Read through the following contents before submitting a technical ticket:

  • Documentation: Provide all the documentation from product development to mass production and sales, helping you solve your problems at one stop.
  • Help Center: Provide detailed answers to you in terms of product development and daily usage.
  • Bulletin Board: Display important platform announcements.
  • Q&A Bot: Tuya Smart Customer Service Robot.

Submit a technical ticket

Tuya provides multiple entries for you to submit a ticket and assigns corresponding technical teams to your specific problems. Follow the following steps when submitting a ticket:

Prepare the required information

Prepare relevant information before asking questions, such as company information, product IDs, device IDs, specific occurrence scenarios, so that we can give more accurate and faster answers.

Select an entry

  • Smart solution
    If this is your first time using the Tuya IoT Platform or Service & Support, select this solution.

    1. Log in to the Tuya IoT Platform.
    2. Click the bubble in the lower right corner of the page and click Consult.
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    3. Deliver your problem to the Q&A Bot and get a preliminary approach.
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    4. If the Q&A Bot cannot solve your problem, click Manual Service.
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    5. Classify your problem and select a type accordingly.
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    6. Enter the problem description, your contact information, and related information as per the prompts, and click Submit the ticket.
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  • Universal solution
    If you have used the Tuya IoT Platform or Service & Support before, select this solution.

    1. Log in to the Tuya IoT Platform.

    2. Click the bubble in the lower right corner of the page and click Submit Question or click Tech Support in the top right corner of the page to enter the homepage of Technical ticket.
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    3. Click +Create to enter the problem classification page. Service and Support

    4. Choose the space corresponding to your ticket.

      Note: One technical ticket cannot be displayed in multiple spaces at the same time. Once the space is selected and the technical ticket is submitted, you cannot change the space or query information of other spaces.

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    5. Classify your problem and select a type accordingly.
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    6. Enter the problem description, your contact information, and related information as per the prompts, and click Submit the ticket.
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Receive and manage technical tickets

Receive technical tickets

On the required information page, we have reserved a Notification Channel section for you. When there is a new reply to your technical ticket, we will inform you via SMS or email. If necessary, the engineer will contact you directly according to your phone number or email address.
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Manage technical tickets

  • On the homepage of Technical ticket, you can see all your technical tickets. You can filter your target technical ticket by My Space, Status, Creation Time, Ticket ID, or Key words.

  • The technical tickets are sorted by the latest creation time or latest update time in descending order. You can see the current status of your problem. When you receive a reply, the message is in bold font. If your feedback is required, the message is in red.
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  • Explanation of technical ticket status:

    Parameter Description
    To be assigned The technical ticket is created and to be received by the engineer.
    Pending The technical ticket is assigned to the engineer and to be processed.
    Processing The engineer is handling the problem.
    To be supplemented The engineer is working on it, and your further information is required.
    To be confirmed The engineer has provided a preliminary solution. You can accept or reject the solution.
    Revoked You have revoked the ticket, and the ticket cannot be reopened.
    Closed Your technical ticket is closed and cannot be reopened.

Follow up the technical ticket

  • After the technical ticket is submitted successfully, you will enter the technical ticket interaction page. You can also enter from the homepage. The technical ticket ID is at the top of the page, and the interface of your interaction with the Tuya engineer is at the bottom.
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  • During the interaction, if your problem is solved, or you will no longer follow up on the problem, you can click Cancel the ticket.
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  • When the engineer provides a solution, the technical ticket status will be changed to To be confirmed. If the solution does not solve your problem, you can continue to ask questions in the dialog box. If you think your problem is solved, or you will no longer follow up on the problem, you can click Confirm to close the ticket in the upper right corner.
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  • After clicking Confirm to close the ticket, you will see the Service evaluationdialog box. Your evaluation contributes to our better service.
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Urgent technical ticket

Normally, Tuya engineers will handle your problem within one day. If you can provide detailed information, such as video clips and pictures to illustrate the problems, or describe your troubleshooting operation and the result, the problem handling progress can be facilitated. If you are facing an urgent problem, you can use the following approach:

  • Technical ticket: You can attach Urgent to the current technical ticket, or you can create a new technical ticket including the ID of the urgent technical ticket and the reason.
  • Online customer service: You can communicate with the Q&A Bot or manual service about the ID of the urgent technical ticket and the reason.
  • The Tuya IoT Platform hotline: CN: 400-881-8611 US: (+1)844-672-5646.

If the solution does not solve your problem

Tuya will prepare a solution for you as soon as possible.

  • If you think the engineer’s solution cannot solve your problem, you can continue to ask questions in the dialog box.
  • If you are not satisfied with the technical ticket and do not continue to follow up on the problem, you can click Confirm to close the ticket on the upper right corner to comment and evaluate. Tuya will strive to provide better service for you.
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Get finished product service as non-developer

We provide you with a dedicated feedback channel for finished product service. You can get support from TuyaGo Platform through the following channels:

  • TuyaGo online customer service: You can communicate with the service staff about your desired products.
  • TuyaGo global service hotline: 400-867-8671
  • TuyaGo email: b2b-service@tuya.com

Get your exclusive technical support plan

We are preparing for this. If you have any suggestions, you can choose +Create > Others > Comments and suggestions on the Technical ticket page. Your precious suggestions are appreciated.