Support Ticket Process

When you create a support request at the member portal, several things happen:

  1. Automatic Acknowledgment
    You get an automatic acknowledgment that your request has been received and logged.
  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 technician as they begin working your request.  One of our technicians may call or reply to the ticket to discuss in more detail.
  5. Automatic Updates
    The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
  6. Followup
    After we have completed your request you may receive an email requesting feedback.

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