Create Support Ticket


Use this form to create a support ticket on behalf of a client.








Directions

  1. Do not ask customers if they're on-site, support members are reporting that they're lying when prompted like that thinking they'll get a better response. Let them volunteer it.
  2. Ask the customer if they have contacted support on this issue before (or if they tell you so), REQUIRE them to give you the SRX. Explain that they're moving to the end of the queue otherwise.
  3. Always require the customers last name.
  4. Always ask for the product and put it in the notes (MMS-2, MMS-5A, etc).
  5. Get as verbose a description as possible to help the team determine first response steps – often instructions can be provided via e-mail rather than a phone call.