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Service Ticket Process

How your support tickets go from creation to resolution:

  1. Automatic Acknowledgment
    You receive an automatic acknowledgment that your request has been received and logged.
  2. New Service Ticket
    A new service ticket is generated with a ticket number that you can use to track your request.
  3. Ticket Processing
    Once the ticket has been created, the appropriate engineer is assigned.
  4. Email Response
    You will receive an E-mail and/or phone call directly from an engineer as they begin to work on your request.
  5. Automatic Updates
    Our ticketing system automatically updates you on the progress or status of the work.

A couple of special requests we ask of you:

  1. Ticket Related Responses
    When you have a reply or additional feedback for an issue, please be sure to respond to the original e-mail notification you received when the ticket was opened. This ensures your additional comments and feedback are immediately received by the engineer assigned to your issue.
  2. Ticket Un-Related Responses
    When you have a new issue, please send in a new e-mail. Be careful not to reply to an e-mail for an existing ticket. This ensures your new request is addressed independently of any other outstanding issues.

 

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