Manager Notification

In an effort to improve our support services, we have brought back the Manager Notification feature to our help desk. This means if you have a problem that has not been resolved to your satisfaction, then you can escalate it to a manager.

This feature is available for every ticket submitted to our help desk and becomes active once a member of our support team responds to a ticket. Once activated, you will then be presented with a link at the bottom of that ticket stating, “Not satisfied with the support you are receiving? Click here to notify a Manager of your issue.”

This link can be accessed whether you a viewing a ticket from within the help desk or the support section of your billing account. Furthermore, each e-mail reply sent from the help desk will also contain a link to access the Manager Notification feature.

Clicking the link will take you to a short form that when submitted will trigger the following actions:

  • your comment/request is noted in the ticket
  • the ticket is marked urgent and forwarded to management
  • a page is sent out to all managers on duty
  • a manager will review your ticket and respond with a resolution

We hope you never need this service, but if you do we are here and will do everything within our power to correct any issues you are facing.

Share

Comments are closed.