"The 3 simple steps" ticket submission guideline
Do you have technical issues, problems or requests? Please send an email to firstname.lastname@example.org which will automatically open a ticket with our Phenom Support Squad Team. Please follow these 3 simple steps:
- Subject should contain your Company’s name, the Problem or Request. Sometimes we receive tickets without a clear subject which creates an extra step in our solution flow. Please describe the ‘what, where and when’. We love screenshots, URLs and any other type of details that will help us tackle the problem faster. We don’t want to delay the solution so, a small effort on your part will save us a bit of time and allow us to respond quicker.
- Always Reply to the Same Ticket. When following up on an issue with us, please reply to the same ticket rather than sending a new email on the same issue/request. This is only to guarantee that the reply gets appended to the right ticket on our end and will have a history of the problem and solution. Again, we love to solve issues fast and this helps us too. Even if a ticket was marked as ‘resolved’, you can still reply to that ticket to let us know that you still have questions on that issue.
- Thanks but “No Thanks” (smileyface). Our last step in ticket resolution is to close the ticket. We love to send out resolved emails to let you know that your issue/request was fixed. This includes a standard “Ticket Resolved” email accompanied with a short survey which we would appreciate if you took the time to complete. While we appreciate the “thank you” replies, please don’t feel obligated to do so. The main reason is that this will re-open the ticket and we have to “re-close/resolve” it.