# Support It is important that as a tour operators, you take traveler feedback seriously and respond appropriately. This is the only way to effectively resolve issues, maintain customer satisfaction, and continuously improve product quality. Handling feedback properly is essential for identifying the right solution quickly and efficiently. To achieve this, traveler reports should be analyzed and classified accordingly. 1. **identify user errors:** * [Make sure that all permissions in the device settings are are activated.](/faq/navigation-issues.md) * Ask the customer which screen they are on and what function they expect to find on it. * **Ask the customer to provide screenshots of the malfunction!!!** If the issue is caused by user error, explain the correct usage of the feature to the customer and guide them accordingly. It is also recommended to create an internal document to help analyze and interpret customer behavior at the end of the season. Based on these insights, you may improve your own documentation or forward relevant feature requests and improvement suggestions to us. -> If no user error can be detected, then go to point two: 2. **check configuration problem in the Guidebook in the GUIBO backend:** * Check the guidebook in the backend. Make sure that: * [x] All approvals under App & PDF are enables * [x] the geodata are correctly created and configured accordingly * If the booking is personalized, check the configuration options on the release dashboard / download releases of the corresponding booking copy. If there is a configuration issue, make the necessary adjustments in the backend to solve the problem. 3. **Recognize technical problem and create tickets:** * if there is a technical problem, create and fill out a ticket. Complete the "App Issue Form" on the Schneider Geo Help Desk. * Please be sure to quote the booking number so that we can investigate the problem. * Ask the customer to provide a screenshot of the error in order to analyse the analyse the problem in more detail. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.guibo.travel/get-started/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.