This is a list of questions to ask and things to check when a new ticket comes in, with the aim of gathering as much information as possible and diagnosing the issue as quickly and accurately as possible.
Have you been able to observe the problem, and is it able to be replicated either on the user's machine or yours?
If files can't be opened from HowNow, or look incorrect in some way, check if you can open the file correctly from the file location in Windows.
Is the person reporting the issue the one having the problem, or are they reporting it on someone else's behalf. Can we speak directly to the affected user?
Does the issue only affect one user, or does it affect multiple/all users?
When did the problem start happening, and does it happen at particular times?
What version(s) of Office (or whatever relevant software is involved) is installed? Is it a supported version?
What version of HowNow/Webserver are the clients running? If it's an old version, can we update them and see if the problem keeps happening?
Is the issue happening with particular files, or for all files? Is it happening in Records, Knowledge, or both?
Can you find any similar issues in Freshdesk/CRM (as much as possible)?
Can you turn on logging and see anything in Raygun or the log files on their server?