Submitting a Ticket Best Practices

  • Updated

In this document, you will find tips to help decrease the amount of troubleshooting time when opening new support tickets.

Information to Prevent Delays in Troubleshooting

  • Most tickets should be created with a normal priority. If it is a larger scale issue impacting multiple users or the platform is down, please feel free to use high and urgent priority.
  • Before submitting tickets, please ensure the user has made multiple attempts to resolve any credential/ Multifactor Authentication (MFA) issues. This will typically resolve most issues. 
  • Provide detailed steps that show what actions the user has taken, and what issues they are facing when attempting to complete the action. 
  • Kindly remind users to not remove the connection as this can hinder troubleshooting.
  • We cannot assist without the main identifier from the Client system or the MX ID. This information is what allows support to locate users and connections inside our database. Without this information we will not be able to locate the user and their connection that needs support.
  • We request both the Member and User Globally Unique Identifier (GUID). In the event that the member connection is deleted, we can use the User ID to locate the user in our system.
  • Please include the MXmobile version, device, and operating system if applicable.
  • Time Frames: please submit tickets that are for platform updates with two to four weeks advance notice so we can ensure those updates are done before the deadline. 

Suggested Ticket Formats

Please apply the following format to the subject line of each ticket. Using this format will help us internally review and solve larger scale issues in a more timely manner. 

Unless it is a Widespread ticket, please only submit one member/ specific connection issue per ticket

Subject Line: Financial Institution Name (FI Name)|  Location of Error | Error Description

Examples

  • FI Name | Account | Missing Account
  • FI Name | Account | Incorrect balance
  • FI Name | Account | Incorrect Account Type
  • FI Name | Connection Error | Credentials
  • FI Name | Transactions | Duplicate Transactions
  • FI Name | Transactions | Missing Transactions

Simulated Examples

  • Chase Bank | Account | Missing Account
  • US Bank | Connection Error | Credentials
  • BB&T | Transactions | Missing Transaction

 

MX’s Requests During Troubleshooting

  • Provide as much information as possible in the initial request so we can eliminate constant back and forth to begin troubleshooting:
    • User GUID
    • Issue description
    • Steps to reproduce the issue
    • Screenshots of correct account information
    • Account balances (if a balance issue)
    • Other information specific to the error
  • Reach out to the user about completing MFA and confirm they made attempts. For example, User requested MFA, did not receive security token. If the attempts fail, please include steps the user took and the outcome.
  • Ensure that OAuth accounts have been verified to be shared with MX before the user will see transactions. Please provide a screenshot showing that the account sharing has been enabled.
  • Ensure that the user does not delete the account during troubleshooting. This will reverse all of our work and we will have to start the troubleshooting process over.
  • Please set the priority of the ticket appropriately to ensure we get to it in the necessary amount of time.
    Ticket Priority Breakdown:
    • P1 (URGENT): Complete system down on the MX side
    • P2 (HIGH) - Complete outage for a single aggregated institution or Client 
    • P3 (NORMAL) - Standard support request 
    • P4 (LOW) - Feature requests or questions about the platform
    • Unless otherwise stated by your MX representative, increasing the priority of the ticket will have no impact on the ticket process or the speed of resolution.

Required & Suggested Information

Required Information

For MX to provide the most accurate troubleshooting and resolution, please provide the following pieces of information for each ticket:

One of the following:

  • External GUID (differs by client)
  • User GUID (example: USR-01234567-8910-1112-1314-151617181920)    
  • Member GUID (example: MBR-01234567-8910-1112-1314-151617181920)  

Along with the following:

  • A description of the error and the expected behavior.
  • The steps taken by the user before hitting the error.  

Suggested Information

Please find the closest example to the error you are seeing below: 

  • For account issues, please provide:

    • A screenshot of the accounts summary page at the institution. If applicable remove any sensitive or personal information. We cannot stress the need for a screenshot enough. Including a screenshot from the beginning of the ticket will lead to a speedier ticket resolution.
    • Specific Account Name/GUID and other information based on the issue (examples provided below).
      • Missing or Incorrect balances:
        • Correct balances
      • Missing transactions:
        • Examples of missing transactions with the date, merchant name, and amount
      • Incorrect cleansing:
        • Desired description of the transaction
        • The merchant name and website
        • Desired Category for the transaction
  • For connectivity issues with MX, please provide:

    • Client GUID
    • Environment errors are occurring
    • Job logs
    • Screenshots or examples of error messages
    • Estimated start time of the errors
    • What effect does it have on the products?
    • Names or expected behavior of the products that are failing?
  • For accessibility issues, please provide:

    • Steps to recreate the issue
    • A screen recording where it is occurring
    • Expected results
    • Actual Results
  • For OAuth enablement requests please provide:

    • Production Client GUID
    • Display Name
    • App Description
    • Institution Logo
    • Address
    • Main Uniform Resource Locator (URL)
    • Support Phone
    • Support Email
    • Support URL
    • Go Live Date
  • For OAuth issues, please provide:

    • User GUID/ID or Member GUID
    • Account Name
    • Description of the error
    • What the user expects to see
    • Screenshot showing user has authorized account sharing with MX at their financial institution
  • For login issues, please provide:

    • The financial institution’s name (if not provided in the subject line)
    • The financial institution’s main URL
    • The financial institution’s login URL
    • The character count of login credentials (ie. username: 9 and password: 12)
  • For institution requests, please provide:

    • Subject Line: Institution Request| Financial Institution's Name
    • The financial institution’s name
    • The financial institution’s main URL
    • The financial institution’s login URL
  • For Batch Files/Daily Snapshot issues, please provide:

    • Environment
    • Client GUID or Specific Name (if there are multiple clients under your institution)
    • Error messages
    • Description of issue
    • Date of files
    • File name (if not affecting all files)
  • For MXmobile issues, please provide:

    • Client
    • Description of issue
    • Date and approximate time the error occurred
    • Application Version
    • Device
    • Operating System (OS)
    • Screenshots/Videos
    • Logs
    • Steps to replicate the issue
    • Username (for login issues)

MX’s Ticket Processes

MX strives to respond to tickets by the next business day, or following Service Level Agreements (SLA). Please refer to your Master Services Agreement (MSA) or consult with your MX Client Strategy Consultant (CSC) for more details.

We try to respond to tickets in the order they were received. Tickets will automatically close after 7 days with no response from the client.

Escalations to our data providers: MX typically receives a response within two weeks.

Escalations to our engineers: The initial response times vary depending on the scope and complexity of the issue.

Widespread Issue Tickets

Widespread tickets are not required. However, they can be used when an issue is widespread. For example, more than ten users are unable to connect to Citibank. 

Example Subject Line

*Widespread* Citibank | Status | Failed

What to include in the body of the ticket

  • Please include the name of the FI.
  • Please list any tickets that may have already been opened before it was determined this was a widespread issue (if any).
  • Please include a list of impacted user and/or member GUIDs.
  • Please include any details you have about what is being experienced.

Notes Regarding Widespread Issues

  • Once a widespread ticket has been created for an issue, please add new cases to this ticket to prevent multiple ticket submissions on the same error and slow down our ability to troubleshoot new errors. 
  • Widespread issues are for users with the same financial institution seeing the same error. 

Chat

Chat Purposes

Chat is put in place to help resolve quick issues that can be resolved in less than ten minutes. The most efficient way to utilize chat is to have the user online with you to be testing and clearing prompts as they are triggered. 

To troubleshoot we will need

  • Details on what issue the user is experiencing
  • The user or member GUID
  • The user to be online with the client (for quicker troubleshooting)
  • The user needs to keep the connection to the account active, if they delete it, we will be unable to troubleshoot

Examples of Chat Issues

  • Accounts not updating
  • Removing accounts
  • Reopening/closing accounts
  • Duplicate accounts
  • Removing pending transactions

Ideal Chat Use Case

If:

  • the user is available for validating changes
  • the user is experiencing an issue listed above

and

  • the user is in need of a quick resolution, 

Then a chat is the best option for you!

 

Frequently Asked Questions

Connection Issues

  • Reauth daily is normal and is determined by each institution. MX is unable to make changes to the authentication timeframe as we do not have control over the institution's settings.

  • Our data provider is working on getting Captcha to be more compatible, but at this time our ability to support it is limited.

    The user may need to change settings to not have Captcha as their primary MFA option.

  • Transfers are not recognized as spending since it is considered a lateral move of money and it is not being spent.

  • If a category has more credits than debits, it's no longer an expense and will not show in the Spending widget.

  • This is because they get queued up, and go in order. They do not all run at the same time.

  • We are looking for the URL that comes from the financial institution’s login page, or the “login URL”.

    It should not be the bank.com url, it should be the URL directly after the user clicks the “Sign In” or “Log In” option.

Most Common System Errors

  • The IP Address you are using isn’t whitelisted.

    Whitelist the IP Address in your Client Dashboard, or send MX the IP addresses you are using for us to whitelist.

  • The request you are making, one of the fields does not exist in our system so you are seeing “404 not found” errors.

    Please ensure that all information is entered correctly.

    If everything looks correct on your side, reach out to MX to determine where the disconnect is. We will need a job log to determine where the discrepancies are.

  • he user has not enabled their sharing permissions.

  • The user has not enabled Electronic/Paperless statements in their online account settings.

MX Terminology

  • MFA refers to “Multi-factor Authentication”. MX agents will often ask users to “Answer MFA,” meaning the user needs to answer the security prompt being presented.

  • GUID stands for “Globally Unique Identifier.” This can often be referred to as an “MX ID.” This is what MX uses to locate users in our system.

  • MX assigns each client a unique ID so that we can easily locate them within our system. Sometimes, a client has multiple setups, so having the ID helps us identify which connection is being used and needs to be tested.

    You can locate the Client ID in the Client Dashboard on the “Getting Started” page.

  • Along with the Client ID, each client in our system is assigned a unique internal GUID that begins with “CLT-”.

  • MX has direct partnerships with some banking institutions where they give us access to their API so that user’s are given a direct connection to their bank, through MX.

    We do not have OAuth for all of our connections, and to receive a list of the available OAuth connections, please contact your Sales Consultant.

  • Aggregation Job: We refer to each aggregation action as an aggregation job or a job. When we say, “I ran a job”, that simply means that we triggered an aggregation job on the connection to pull in new information or to update the connection status. These are part of our troubleshooting steps.

    Job Log: Each aggregation job that we run, is accompanied by a job log showing what requests were made and what information was returned. When asking for or providing a job log, we are wanting to get more information on what exactly happened to cause the job to fail, or to confirm that the data was not being sent to us.

  • A data provider is where MX receives our account data from. They have the ability to retrieve information from financial institutions easily.

MX Resources

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