An MDM platform is most valuable when device issues are resolved quickly. The support experience is a significant part of that equation. Customers who know how to engage support effectively, what information to bring to a support interaction, and how to use Moki’s self-service resources get faster resolutions than those who engage reactively without context.
Moki’s support model is built around dedicated device expertise and direct platform access. The team is familiar with the specific scenarios that arise in kiosk, signage, and POS deployments, can access devices remotely to diagnose issues directly, and is oriented toward resolving issues in a single interaction. Getting the most out of that model requires knowing how to use it well.
Know the Difference Between Urgent and Non-Urgent Issues
The first step in effective support engagement is correctly categorizing the issue. Not every device problem has the same operational impact, and the appropriate urgency and communication channel differ based on what is affected.
Urgent issues are situations where customer-facing operations are actively impacted. A POS terminal that is down during operating hours is urgent. A self-ordering kiosk that has been offline for more than 15 minutes during a peak period is urgent. A digital menu board showing the wrong content during a promotion launch is urgent. These situations warrant immediate contact through Moki’s highest-priority support channel for your subscription tier.
Non-urgent issues are situations where a problem exists but operations are not immediately affected. A device that is showing a configuration anomaly but functioning correctly is non-urgent. A question about how to set up a new device group before an upcoming deployment is non-urgent. A request to review the alert configuration for a fleet that is not yet live is non-urgent. These are appropriate for standard ticket submission without escalation.
Correctly categorizing issues allows Moki’s support team to triage effectively and ensures that urgent issues receive immediate attention rather than entering the standard queue behind non-urgent requests.
What to Have Ready Before You Contact Support
The single most impactful thing a customer can do to improve their support experience is arrive at the interaction with specific, complete information about the issue. Vague descriptions require follow-up questions before troubleshooting can begin. Specific, documented information allows the support team to begin diagnosing immediately.
Before contacting support for a device issue, have the following ready:
- The device name or asset tag for each affected device. If you have followed Moki’s device naming convention guidance, this should be immediately available from the Moki dashboard or from a physical label on the device.
- The specific symptom being observed, described precisely. “The kiosk is broken” requires clarification. “The kiosk at Chicago location CHI-KIOSK-AND-02 is displaying the home screen instead of the kiosk app, and the kiosk app is not launching when tapped” allows troubleshooting to begin immediately.
- When the issue started or when it was first noticed, including the approximate time.
- What was happening immediately before the issue appeared, including any recent configuration changes, app updates, or unusual events at the location.
- What steps have already been attempted, including whether a physical restart was performed and what the result was.
- Whether other devices at the same location are affected. If multiple devices at one location are experiencing the same issue simultaneously, a network or power issue at the location is the likely cause, which changes the diagnostic direction entirely.
- The operating system and device model for the affected device, particularly relevant if the fleet includes multiple hardware types.
Having this information ready before the support interaction begins means the first exchange with the support team is diagnostic rather than informational, reducing total resolution time significantly.
How to Use the Moki Dashboard Before Contacting Support
Before contacting support, check the Moki dashboard for the affected device. In many cases, the dashboard provides enough information to diagnose the issue without a support interaction, and in some cases allows the customer to resolve it directly.
Check the device’s current online or offline status. If the device is showing as offline in the dashboard, note how long it has been offline. An offline duration of a few minutes may indicate a transient connectivity issue. An extended offline period indicates a more substantive problem.
Review recent alert history for the affected device. Alerts that fired in the period leading up to the reported issue, such as a low battery alert followed by an offline alert, often tell the story of what happened and point toward the resolution.
Check whether the device’s configuration profile is applied correctly. A device that is no longer showing the expected profile assignment may have lost its enrollment or received an incorrect profile update.
For Android and BrightSign devices, attempt a remote reboot from the dashboard before contacting support. A significant percentage of device issues, including frozen applications, unresponsive interfaces, and connectivity drops, are resolved by a remote reboot without requiring any support interaction.
Document what the dashboard shows before the support interaction, as this information will be useful context for the support team even if the dashboard check does not resolve the issue.
How Issues Are Worked Through Moki Support
When a ticket is submitted to Moki’s support team, the team reviews the ticket context and the affected device’s history in the platform before the first response. For customers who have provided specific device information, the support team has already reviewed the device’s enrollment status, configuration, alert history, and recent activity before reaching out.
For issues that require direct device access, the support team requests authorization for a remote session. Once authorized, the team accesses the device using Moki’s remote control capabilities, diagnoses the issue directly, and either resolves it during the session or identifies the specific cause and the steps required for resolution.
For configuration issues, the support team can push corrections directly from the platform during the session. For hardware issues that cannot be resolved remotely, the support team identifies the specific failure and provides clear guidance on the next step, whether that is a device replacement, a physical inspection at the location, or escalation to the hardware vendor.
After resolution, the support team documents what was found and what was done so the record is available if the same issue recurs on that device or others in the fleet. This documentation is visible in the ticket history and provides context for future support interactions involving the same devices.
Self-Service Resources for Common Scenarios
Not every question requires a support ticket. Moki’s FAQ covers the most common questions about platform configuration, enrollment, and device management. Moki’s eBook library provides in-depth guides on deployment planning, fleet management best practices, and platform-specific configuration topics. The blog covers a wide range of operational topics including configuration how-tos, troubleshooting approaches, and best practices for specific device types and industries.
For questions about specific platform features, reviewing the relevant feature documentation before contacting support often provides the answer directly. For questions about upcoming deployments or configuration planning, the self-service resources can guide the preparation so the support interaction focuses on deployment-specific questions rather than general platform education.
For the fastest path to resolution on active device issues, direct support contact with specific device information is always the right choice. For general platform questions, self-service resources provide immediate answers without waiting for a support response.
Contact Moki support with your device issues, or explore Moki’s FAQ and documentation for answers to common questions. To discuss your deployment and ensure your support configuration is set up correctly from the start, schedule a Moki demo or start a free trial.