Introducing the New Call Management Feature in the WSO2 Support Portal

We're excited to announce an enhancement to the WSO2 Support Portal: our new Call Management feature! This update is designed to streamline how you request and manage calls for your support cases, making the process more efficient and transparent.

What this new feature means for you:

• You can now propose up to three preferred time slots when requesting a call, significantly reducing the time it takes to set up and agree to a time when requesting a call through comments.

• Easily track your ongoing and scheduled calls. A dedicated widget on the right-hand side of the Support Portal provides direct access to your call links.

• Both customers and WSO2 engineers can initiate call requests through this feature, with a call status for every request.

• If you need to adjust your plans, you'll have the ability to easily reschedule or cancel call requests as needed.

How to request a call

There are two ways to request a call.

1. By clicking on the receiver icon in the call management widget.




2. By clicking the Request a Call button on the actions widget at the top right corner of the WSO2 Support Portal.

The following popup will be displayed to enter the call request details.

You will have to specify the reason for the call (this is a mandatory field). Below that, you can specify the meeting times with up to three options. The earliest possible time will be displayed in the first date/time picker by default. Optionally, by clicking the + sign, you can specify the other preferred times.

Please note that the call schedule times will be displayed from the timezone you have set in your portal profile. If no timezone is set, you’ll receive a prompt to set that before proceeding. You can also specify the duration of the call (by default, this is set at 30 minutes).

Obtaining call schedule details

After you’ve submitted a call request, the WSO2 team will schedule a call by selecting the preferred time. The call request status will be in the “Scheduled” state, and by clicking the call request from the widget, you’ll be able to see the call link to join the call as shown below.

Call request statuses

• Pending: A call request has been made by filling the call details form (after requesting a new call or rescheduling a call) and WSO2 response is needed.

• Scheduled: WSO2 has accepted and scheduled a call by selecting the preferred start time. 

• Notes Pending: The due date of the call has passed and call notes need to be shared by WSO2. 

• Requested: WSO2 has requested a call from you. 

Actions available in the widget

The following icons will be displayed next to the call request status. These are the actions that you can perform on the call request.

	Reschedule	This is to reschedule a call and propose a new time. By clicking this, the main request form will be opened without the ‘Reason’ field.
	Cancel	Use this to cancel the call request. However, please state the reason for cancellation.
	Accept	When WSO2 requests a call, you can either Accept or Reject the call. You will be able to specify alternate times if needed.
	Reject	When rejecting the call request, you will be able to give a reason within the pop up.

How can I know when WSO2 requests a call?

When WSO2 requests a call, an entry will be displayed in your call management widget with the “Requested” state as shown in the below image. 

You can either accept or reject the request using the icons in the widget. If you accept, you will be able to specify the preferred times for the call.

We believe this new feature will make it easier to connect with WSO2, making it much simpler and more convenient to schedule and conduct calls with our team. Our aim is to foster more efficient collaboration and ensure you can always get the support and information you need.