“The link does not work” is one of the least helpful tickets and one of the most common.
Support often has to ask engineering, marketing, and operations before anyone knows whether the problem is the link, the destination page, the user device, or the campaign setup.
Quick Answer
Support should first identify the exact public entry, current destination, status, recent changes, and access logs. That usually narrows the problem before engineering has to investigate deeply.
What Support Should Ask
Start with simple information:
- What exact URL did the user click?
- Where did the user find it?
- What device or browser did they use?
- What happened after clicking?
- Did it fail for everyone or only some users?
- When did it start?
Then check the entry itself.
What To Check in the Entry
For the public entry, support needs visibility into:
- active or disabled status
- current target URL
- recent destination changes
- recent access data
- forwarding errors
- owner
- related campaign or customer
Without this, support can only forward the ticket and wait.
A Better Internal Workflow
The first support response should not be “asking engineering.” It should be a structured check:
- confirm the entry
- confirm the target
- check recent changes
- test from a clean browser
- compare with access statistics
- escalate with trace context if needed
This saves time for both support and engineering.
Where PushUlink Fits
PushUlink helps teams keep entry status, target, statistics, and trace logs visible, so support can explain link issues faster.
FAQ
Should support be allowed to change links?
Usually support should view status and context first. Whether they can change destinations depends on your permission model.
What if the destination page is down?
Then the entry may be healthy, but the target is not. Good logs help separate those two cases.
What should be included when escalating?
Include the public entry, target URL, time of failure, user region if known, recent changes, and trace context.
