Customer Support Process Change - Questions and Answers

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Question

Why is this change being made?

Answer

Many of you have expressed input regarding the need for a timely and quality response to your support issues, and we heartily agree.  Your satisfaction is our utmost concern, and we have invested a great deal of time, thought, and study into improving our support processes.

To that end, we are implementing a new support process effective April 25, 2016.  This new process will improve several areas of support, including:

 

  • Reducing the number of emails going back and forth between you and our support agents
  • Ensuring we have the relevant information to understand your question fully
  • Improving the overall time it takes to resolve your question
  • Providing answers to your questions in many cases without needing to create a ticket

This new process will ultimately decrease the amount of time you spend interacting with support, and will increase the time you spend running your business and interacting with your guests.  

Question

When will this change take place?

Answer

May 2, 2016

Question

How do I respond to an open ticket?

Answer

For any tickets that are existing/open, you can respond normally using your email program.

Question

Can I track my tickets using your ticket system?

Answer

Yes!  As long as you create an account on our support portal, you can track all of your tickets there.  Here is how to do that:  

How to use the Support Portal to view and submit a support ticket

Have more questions? Contact Support

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