support

Our support ticketing system: offering you 24/7 access from anywhere, at any time

Posted by Richard Neil on March 9, 2020 09:39:09

Customer support isn’t just about being polite to your customers – it’s a vital part of business operations that can influence how your company is perceived in the public eye. 

Delivering exceptional customer support to our clients is just as important to Enable as the high-quality software that we build. Not only do we aspire to be as helpful to our clients, we also want to make the whole process for them as simple and stress-free as possible. That’s why we have provided all our clients with access to our support ticketing system.

What is our support ticketing system?

Our support ticketing system provides our clients with a consistent means of tracking numerous work streams and collaborating with our team, in an easily accessible online location. Additionally, it also provides a much higher level of security when transferring data between users, along with the ability to upload and manage much larger file sizes than those imposed on email.

One of the main benefits of our support ticketing system is its 24/7 availability. You will be able to access information when you need it, from any device. You won’t have to wait until the morning to contact the Client Services team in order to log an issue or get an update on a current ticket.

Our support ticketing system hosts a number of easy-to-use features, which we explore in more detail below.

Helpdesk

Helpdesk is the place for you to post problems or questions related to your live software. Here you will be able to upload files and record a ticket to track your request and seek a resolution. The way in which support tickets are handled will be subject to a contractual service level agreement. If the Client Services team becomes aware that you have identified new requirements that are not covered by existing specification documents, they will reassign your ticket to Enable’s Customer Success team.

UAT

User acceptance testing (UAT) gives you the opportunity to test the application and request changes to any part of the system which does not match what was specified directly to the developers. This allows for further refinement of the delivered project until you are completely satisfied that it conforms to the specification. The latest release candidate of our client’s software is always accessible in your UAT hosting environment.

How do I log a ticket in Helpdesk and UAT?

Logging a ticket in Helpdesk and UAT couldn’t be any easier. Just follow these simple steps:

  • Access either the Helpdesk or UAT backlog and click “Post something new” at the top of the page;
  • Here you can add a title and provide a description of the problem. Additionally, you can also attach files such as screenshots if required;
  • Next, select the priority of the ticket to either ‘Normal’ or ‘Urgent’;
  • Finally, click ‘Save’ to finish logging your ticket.

How do I log a follow up ticket in Helpdesk and UAT?

If you have any follow up questions regarding a closed ticket, simply click ‘Post something new’ at the bottom of the page.

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Clarifications

Clarifications are raised by members of our team during the course of the projects we are undertaking for you. Through our support ticketing system, you can view and respond to these clarifications.

Feedback

We would love to hear your comments about DealTrack and how it could be improved. Send us your thoughts via the feedback backlog.

How do I log a ticket in Feedback?

Follow the three simple steps below to create a ticket:

  • Select 'post something new' at the top of the page;
  • Add a title and provide a description of your observation. Additionally, you can also attach files such as screenshots if required;
  • Finally, click ‘Save’ at the bottom of the page to finish logging your ticket.

Feedback tickets are reviewed by our product team who will keep you in the loop of any resulting product improvements.

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Improving the overall experience

Enable is always striving to create new and innovative ways to improve the overall user experience for our clients. By making it easier to deliver the right support to you in real-time, we can help to meet your evolving needs and expectations. Our support ticketing system offers a streamlined process that is easy for you to understand and follow. With 24/7 access, you and your team members will be able to access our support ticketing system from anywhere, at any time.

For any queries that our support ticketing system can’t assist with, the Client Services team are available Monday to Friday from 08:00 to 18:00 GMT and can be reached by emailing help@enable.com or calling 0330 3112 606.

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