To help handle the growing needs of the HedgeCo Website support team we have implemented a ticket system which we will be using from now on to coordinate our support efforts. After evaluating our needs we selected excellent theSupportSuite product from Kayako systems, using this excellent product will enable us to handle your needs faster and more efficiently than before and will expand with our quickly growing needs.

While this new system brings a lot of power to the HedgeCo Website support team, as a client the system is very easy to use, in fact you can use it directly from your email client.

The following steps take you through the process of creating a “ticket” and using our new support system

Step 1: Open a Ticket

To create a new ticket, simply send an email to support@hedgecowebsites.com. Please use a subject like which gives our support staff an idea of what the problem is.

As soon as your ticket is received by our Support system it will send you an email acknowledging your ticket, and providing your with a username and password which you can use to modify or append information to your ticket.

The email shown in the above image gives you the URL to your ticket as well as the username (email) and password which you can use to update the ticket: Please note that you do not have to log into the website to use the ticket system, this is simply provided as a convenience.

Step 2: Recieve our Response

Our support team will be alerted to your ticket and will respond to it promptly.

Step 3: Responding

If you have any additional information simply reply to the email which was sent through the ticket system. The important thing is not to change the subject line of the email, if you change the subject line our system will no longer be able to track which ticket you are responding to.

If you have no more issues, and the issue is resolved then our support staff will close the ticket.

Step 4: Review your tickets

By logging into the HedgeCo Websites Support system, you are able to see the history of all the tickets that you have raised as well as the responses which our support staff sent to you.

Simply log into the system with the username and password that is supplied when you opened your ticket

And then you can view all the tickets which you have ever created on our system:

This is useful if you experience an issue that you have experienced before. In this case you can simply respond to the original ticket and the case will be opened again. Please only reopen a ticket if the issue that you are having is exactly the same, if there is a difference then you should send an email to support@hedgecowebsites.com to open a new ticket for this new issue.

In conclusion

We know that this step in upgrading our support system will help our team with the management of supporting your websites, and hope that through using it you can also have an excellent “support experience”, please remember that whatever your issue, simply drop an email to support@hedgecowebsites.com and we will take it from there.

If you have any comments or suggestions please feel free to let us know or drop a comment in the form below

This entry was posted on Tuesday, November 21st, 2006 at 7:41 am and is filed under News, Product Announcements, Support. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.