What to Expect When You Submit A Service Ticket
We also have this information in video format.
You just submitted a service ticket and don’t know what’s next. Here’s what you can expect:
Throughout the life of your ticket, you’ll receive emails when the ticket is updated. Sometimes these updates are automatically generated, and other times they are messages from real life technicians working on your issue.
The first email that you typically receive is an automated response letting you know that your ticket has been submitted. This response will contain a ticket number that you can use to track your issue going forward. This is handy if you have submitted multiple issues as you’ll be able to monitor the status and communications of them independently of one another.
Our resolution times may vary depending on the impact and urgency of your ticket. Check out how tickets are triaged in this video , What Happens When I Submit a Support Ticket? We might need to touch base with you for further info, usually via email within the ticket. This might involve asking for more details, setting up a call, or even a remote-control session. If we need to set up a call, we’ll provide you with a link to our technician’s availability, so you can pick a time that works for you and schedule it right then and there. Just shoot us a reply directly in the email, and we’ll keep everything organized right there for you!
Many clients prefer to use our client portal to track and manage their tickets. This is especially handy if you manage tickets for multiple people in your organization, or you just don’t want to manage ticket emails out of your inbox. Plus, there is additional information that can be found within the client portal as well, such as tracking projects and accessing our payment portal.
Of course, if you’re not seeing the answers to your questions in the ticket communications, just reach out. All our clients have a special direct line to our tech department, just give us a call, send us an email, check out the portal, send a fax... ok maybe not that last one. In all seriousness, don’t hesitate to reach out if you have any questions whatsoever.
