Knowledgebase
Filing Support Tickets
Posted by Francis Lee Mondia on 01 March 2011 02:41 PM

New Guidelines for Filing Support Tickets on the Helpdesk System

To avoid delays in processing support requests, we would like to request all clients to follow the following procedures when creating new tickets from the ticket support system:

1. Indicate the Website URL or Server IP for which this problem is hosted/located

  • A new field has been added whenever you create a new ticket. This field is required, and you need to select whether it is a server problem or a website problem. Example of server problems include cannot ping server, cannot log-in to server and server-specific issues.
  • Another new field has been added whenever you create a new ticket. This field is required, and you need to specify the URL of the website or the IP of the server which you are requesting support to.

2. Be as detailed as possible when describing the problem

  • To be able to pinpoint the exact problem, please include more detailed information that can help us identify the problem. Some sources of this information can found on your system's logs, or you can send screenshots of the error message that you encountered.

Failure to follow these new instructions will delay response to your support request. We are enforcing this with the hope of improving response times on support requests.

 

Canfone.com Support Team

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