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How do support tickets work?

What does it mean when I submit a ticket? We receive numerous tickets on a daily basis. In order to ensure that everyone receives the highest level of support we utilize a standard procedure for servicing your requests.


Our Ticket Queues

As you know, each of your requests is known as a “ticket” and assigned a unique ticket number. We use these to categorize and prioritize your requests. Your tickets are first prioritized based on the severity of the issue. For example, a slow internet ticket will receive a lower priority than a server down or no internet ticket. This ensures that organizations and/or users that are unable to get anything done are taken care of before users that have requested a change or have a minor inconvenience. We’re careful about how we prioritize and always take into account how the issue effects your work.

Once your ticket has been prioritized, it is sorted into its appropriate priority and assigned to a technician. We then work requests based first on priority and second on the order in which is was received. This is the fairest and most efficient way for us to manage our complex workload.

 

Response Time

We aim to have every request for support prioritized and assigned within an hour of its receipt (during business hours). This is often referred to as an initial first response. Once your ticket has been prioritized and assigned, you will receive an email notifying you that your ticket has been assigned and who it has been assigned to. This will enable you to get in touch with the technician who has been assigned to your ticket with any questions.

 

We Did Not Forget About You

During heavy workloads, resolution of minor issues may take time. This is a normal part of balancing our workload to ensure that you always receive high quality service. We work diligently to ensure that each issue is solved quickly and in a quality manner. In addition to organizing our tickets (so that we’re always on top of the status of each ticket), our automated system also reminds our technicians to follow up on any requests that may be getting stale.

 

Be Sure To Check Your Emails and Voicemails

We often respond to tickets by email or phone call when we need additional information. If we leave you a voicemail, it is our standard practice to also send an email. Our system will send you automated emails to remind you that we may be waiting for important information from you. It is typically crucial that we receive this information in order to be able to solve your issue. After a certain number of follow ups, our system will automatically close your ticket.

 

 

Updated on January 2, 2019

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