Starting June 1st we will be migrating to a brand new ticket and invoicing system. This project has been in the works for many months and we finally have all of our ducks in a row to make the switch.
What does this mean for you and your company. First and foremost it means even better service and more availability of our support team. We are growing and our existing ticketing system just hasn’t kept up. It has caused us to have things fall through the cracks on occasion and that isn’t good for any of us. This new system is enterprise grade and can take our support team to the next level. Not only will every ticket have more tracking capabilities and metrics but we will also be able to collect feedback from your users which will be constantly evaluated and used to make our support program even better.
Here is an overview of some of the big changes-
Integration: We are unifying our support teams for SureTec and SureTel under this new system. This will allow us all to work on the same team and enhance the support level on both sides.
New Online Support: We are creating a new website for managing support tickets. It is support.suretecit.com. This new online portal will give each user the ability to manage their own tickets, and us the ability to grant an admin user access to see all of their company tickets. Upon creating your first ticket, the new system will send an email with an automatically generated username/password.
Chat: We are expanding access to our support team to include chat. By going to our new support.suretecit.com portal. All of your users can now chat with us using the chat icon in the lower right hand corner of the portal.
Self Service Knowledge Base: To go along with our new online portal we will have step by step user guides. These are company specific and will automatically be recommended based on subject to help with typical issues at your company. It will take us awhile to get these filled out but some of you will see items right away after creating your first ticket.
Ticket Approvals: This won’t be available at launch but is coming soon. For those customers that require approval for us to work tickets or make changes we will soon have an automated ticket approval process. Where the designated approver will receive an email requesting the approval for an action. Upon approval it is then handed over to our technicians to work.
Invoicing: Invoices will now be sent from our billing system Xero. They will look different but will have more details about each item. The best part is this will allow us to finally allow customers to self pay via check or credit card. Please not during our transition you may receive invoices from both systems. If you have any trouble or questions about billing please reach out to Bea firstname.lastname@example.org.
We appreciate all of your business and look forward to providing each and every on you and your employees an even more elevated level of service.
Please don’t hesitate to reach out if I can answer any additional questions or if you run in to any issues during this change.