How to Open a Support Ticket
From OCS Support Wiki
Contents |
[edit] What is a Support Ticket
A support ticket is a way for us to track a support request. When a ticket is opened, a tracking number, much like that on a package, is assigned to the request. All staff members can see the request so we can act on it as quickly as possible.
Our ticket system also allows us to track the entire conversation back and forth between you and our staff to better handle the issue and for future reference (both by you and us).
[edit] A Brief Introduction to the Ticket System
[edit] Opening a Ticket
The best way to contact technical support is to open a support ticket. A trouble ticket can be opened in two ways:
- By going to https://support.ocstech.com/ and clicking on "Submit a Ticket" (this is the best way)
- By e-mailing
support@ocstech.com
You will receive a confirmation e-mail once you've opened the ticket with the ticket number and your password so that you can login to https://support.ocstech.com/ with your e-mail address and this password to view the status of your tickets. This is the best way to manage your open tickets and open new ones.
If you choose to send an e-mail to open a ticket, please note that if you do not receive a confirmation e-mail back within a few minutes with your ticket number, you will need to go to the support website above and open one. Sometimes SPAM filters can cause a ticket not to be opened correctly. Rest assured that this is a rare event, but something to be aware of nonetheless.
[edit] Ticket Status and Priority
If you e-mail a ticket in, it is set to medium priority by default. If you open it on the website above, you can assign a priority to it yourself, from a low priority issue to an absolute critical emergency.
When a ticket is created, it is set to open. If we have solved the issue, we'll close it. We may put the ticket on hold if we're waiting for a response from you. If a ticket is closed or on hold, if you reply to the ticket via e-mail or in the ticket system itself you will reopen it.
[edit] Security of Information in a Ticket
Our staff interface is protected by multiple layers of encryption, including SSL. If you open a ticket on our website you are also submitting the information via a secure page protected with SSL. We recommend this method particularly when giving us passwords or other sensitive information.
[edit] Tips on Writing a Support Request
We can help you faster if you provide as much information possible about the problem and your account in a brief and concise way. To illustrate this, examine this ticket below:
Help! My website is down!
Apart from your e-mail address, we have no idea who you are or what website you're referring to. If you're e-mailing from a different e-mail address than we have on file, we won't be able to look up your account. In this situation the support representative answering the ticket will have to reply back, asking for information such as their domain name and username to lookup the account and examine the problem. This takes time, and can double or triple the time it takes to answer your request.
While we answer tickets quickly (almost always within the hour and usually within a few minutes), when a problem is occurring we understand you want it resolved as quickly as possible, and providing as much information as possible about the problem will help us find your account faster and assist you. Here is the above ticket rewritten in a way that saves us time, and in turn, providing you faster service:
Hi, My website appears to be down. My domain name is abcshipping.com and my username is abc. It was up a few minutes ago, but I cannot access it now. My client ID is 4923. Please advise.
In the above example, we have everything we need to help you instantly, without having to look anything up. In this situation you can expect a response within a few minutes.
