Support Ticket Process
| Here is the process that we follow to resolve your service ticket |
| When you create a new service ticket several things happen:
1. Automatic Acknowledgment |
| 2. 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. |
| 3. Ticket Processing Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue. |
| 4. Email Response You will receive an email directly from a resource as they begin working your request and if required a phone call to discuss. |
| 5. Automtaic Updates The system automatically updates you on the progress or status of the work according to the workflow rules we have set up. You can also login to the Customer Portal at anytime to see the status of a ticket. |
| Two special requests to you: |
| 1. 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. |
| 2. Ticket Un-Related Responses If you have to notify us of an un-related problem, please create a new ticket and do NOT reply to an existing case or ticket email. |