> For the complete documentation index, see [llms.txt](https://docs.guibo.travel/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guibo.travel/get-started/support.md). # Support Support Guide for Tour Operators and GUIBO End Users 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 This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.guibo.travel/get-started/support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.