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Wednesday, October 1, 2008

Use email for best service

Just a simple reminder...

When looking for service and/or support, please use email. An email message sent to will automatically create a service ticket, email you a confirmation and get your issue into our queue.

Here are a few benefits of using email for requesting service:
1. The description of the problem is in your own words.
2. We have staff dedicated to watching the service queue and properly assigning service tickets to engineers. This gives you a faster resolution.
3. Although I hope it rarely happens, post-it notes from phone calls can cause a delay in service until the note taker gets a break to manually create a service ticket.
4. The automated email response you receive has a link that allows you to check the status of your request (along with our notes).
5. The summary of the service ticket matches the subject of your email. This makes it easy to reconcile the service performed when you receive the invoice.

Don't get me wrong... I love to talk to you, and I really love when you call to tell me how happy you are. But for the fastest service, use email (

Go Brewers!

Brian O'Shaughnessy
ITConnexx, Inc.

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