For initial troubleshooting, the assigned Premium Support Engineer/Customer Reliability Engineer will review and acknowledge your ticket. To better understand the issue and start troubleshooting, the engineer may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands. They may also collaborate with others in support, engineering, or in the regional incident commander.
If a callback was requested, the engineer will determine if screen sharing is the most effective way to drive ticket resolution. If so, they will invite you to join a screen-sharing session.