Organisation:
Submitting a request through a support portal with a ticketing system ensures it is automatically recorded and tracked within a centralised system. This allows the support team to efficiently manage your issue, allocate it to the correct staff member, and keep track of its progress. Conversely, sending an email directly to us can result in your request being overlooked or lost in someone’s inbox, potentially causing delays or a complete lack of response.
Efficiency:
A support portal enables the team to prioritise and handle requests more effectively. They can readily identify which issues are urgent and require immediate attention and which ones can be addressed later. Consequently, your request is more likely to be resolved promptly. Directly emailing us makes it harder for the team to manage their workload and respond to issues quickly.
Consistency:
A ticket-based support portal guarantees that all requests are managed consistently. Each request is logged and monitored, and staff members follow established procedures to ensure each issue is dealt with appropriately. This approach enhances the quality of service and ensures every customer is treated equitably. Direct emails to us often lead to inconsistencies in how requests are handled.
Accountability:
Using a support portal with tickets provides a transparent way for customers to hold the support team accountable. You can easily view the status of your request, see who is addressing it, and know the expected resolution time. In contrast, emailing us directly offers no way to monitor the progress of your request, making it challenging to ensure accountability.
In Summary:
Opting for a support portal with tickets over emailing us directly is advantageous because it promotes organisation, efficiency, consistency, and accountability. This system guarantees that your requests are handled promptly and fairly, ensuring you receive the high-quality service you deserve.