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How to submit a customer support ticket

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  • How to submit a customer support ticket

    Many of our customers have approached us asking for the most appropriate way to send in customer support tickets, to ensure the fastest and most efficient responses to your customer support tickets, we strongly recommend that you follow the below guidelines...

    1) One Ticket per Issue, New Tickets for New Issues.
    Suggestion: Please put only one issue in each ticket. If you have a different problem to address, please open a new ticket for this.

    Logic: When a new shift comes in, each new staff member has to read the entire ticket to understand what the issue is and how to resolve it. When the first 24 replies were pertaining to an issue already resolved, not only could this potentially cause confusion, but it can also slow down the rate at which we could have read and resolved your issue.

    2) Constantly Responding to a Ticket.
    Suggestion: Please do not constantly respond to a ticket simply to expedite the ticket.

    Logic: We understand some issues are quite important. However, currently when you make a response to the ticket, the ticket is sent back to the end of the queue as the last response time is reset. This achieves the opposite effect of your original intention.

    3) Provide as Much Information as Possible.
    Suggestion: Please provide us with as much information as possible to help troubleshoot tickets. For example if you are submitting an email issue, please provide us with the following details:

    a) One specific email account / password that has a problem (even if all accounts have a problem)
    b) Any specific error messages you receive.
    c) If the error is for sending, receiving, or both.
    d) What email address you are sending from, and what email address you are sending to.

    Logic: Sometimes, just slightly more information can save us hours of troubleshooting, and thus get you a resolution several hours sooner than would otherwise be possible. For example in the above scenario, without additional details we may be spend 30 minutes testing and troubleshooting incoming mail just to find the problem is with outgoing mail. Providing us with specific error messages will help us narrow down the myriad of possible causes.

    We would like to thank all of our wonderful clients for giving us the opportunity to work with each and every one you.

    Thank you in advance.

    Click Here - To submit a customer support ticket.


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