We are continuing to refine our Help Desk process to make it work even smoother. For our existing clients, the best way to submit an issue is to email firstname.lastname@example.org.
On average, we respond to ticket requests within two hours. Issues are typically solved in less than 11 hours and we generally communicate with the client between two and three times during the process.
We are working hard to reduce response time and to get a first response to a ticket that is not automated. Some tickets take much longer than others to solve but we make sure we are getting back to our customers as soon as possible. Communicating with our clients is also vital, you should get an email when we have been able to first look at the situation and when it is solved.
We are excited about the improvements we are making in the Help Desk and for our clients. We think you will be too!