Here is the process that we follow to resolve your service ticket.
Send us an email at firstname.lastname@example.org and several things will 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.
- 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@example.com and do NOT reply to an existing case or ticket email.