It can be frustrating when software issues arise and you believe you need help. So then people call our technical support.
Now that people contact us can be frustrating if they do not provide information to identify them. If we cannot contact someone, how can we assist them?
Here's an illustration from yesterday.
We will notify you by email that we believe your issue has been resolved and are closing the matter. If the problem is still present, you can reopen it then and there.
Additionally, we ask that you rate our support on a scale from 0 (worst) to 10 (best) so it's anonymous.
Here the person gave a score of 0 because the problem still needed to be fixed. Okay, but who are they? How do we help them? If it is you, please get in touch with us right now.
What we required
To prevent this from happening, please include the following information when reporting a support issue to us:
>Please state which organisation on your behalf you are contacting us.
> Provide us with the contact name of the person handling the situation on your end.
>Please give us your phone number or email address so we can contact you in case we don't already have it.
>Describe your problem so we can select the best person to help you. Don't worry about providing too much information, either. I have never encountered a situation in which knowing more was a problem.
