How to submit a support request; How it get's addressed.
A support request, or ticket is a form of communication with your support team that allows them to categorize and track your request to effectively and efficiently assist you.
The way you contact support will vary by company. For example, our clients get a welcome page that details how to contact us. It's important that you go through the right channels to get your request answered so it does not get missed and gets appropriately prioritized.
When you submit your request. The system looks at details within it and automatically pushes it to the correct queue. If it contains keywords, it may escalate.
Once the technician sees it, they may respond for more information and continue a conversation via email. If the need arises the technician may schedule a call or remote session.
It's important to note that even high priority or critical requests are not always able to be resolved in the blink of an eye. Some requests will take time and it's important to understand that solutions don't happen with the snap of a finger.
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