Service Ticket Process
How your support tickets go from creation to resolution:
- Automatic Acknowledgment
You receive 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 you can use to track your request.
- Ticket Processing
Once the ticket has been created, the appropriate engineer is assigned.
- Email Response
You will receive an E-mail and/or phone call directly from an engineer as they begin to work on your request.
- 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:
- 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.
- 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.