Support Ticket Process
Here is the process that we follow to resolve your service ticket
When you email us at [email protected] and several things happen:
- Automatic Acknowledgment
You get an automatic acknowledgment that your request has been received and logged.
- New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
- Ticket Processing
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
- Email Response
You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.
- Automatic Updates
The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Two special requests to you:
- Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
- Ticket Un-Related Responses
If you have to notify us of an un-related problem, please create a fresh email to [email protected] and do NOT reply to an existing case or ticket email.