How To Get Your Support Ticket Resolved Quicker

Posted 1.26.10 by

Often the support team finds ourselves in the midst of a chaotic work day – the support line has been ringing for what seems like every second, while new tickets arrive fresh to our fingertips. Though we find much delight assisting clients to troubleshoot and conquer the seemingly impossible tasks, we often find it difficult to begin this process without the correct information.

In order to decrease the resolution time of your ticket, increase the effectiveness of the troubleshooting process, and alleviate a little stress from our day-to-day job there are several things you can provide us with when opening a new ticket with Online Tech.

Things to Remember When Creating a New Support Ticket:

  1. The first thing you must remember when creating a new ticket with Online Tech is to provide us with your complete contact information such as your name, company name, email address and phone number.
  2. We also ask that you provide us with the names of the server experiencing issues and if this is not available then the IP address of the troubled machine can be sufficient.
  3. Next we ask that you gather as much information as possible about the nature of the issue you are experiencing as well as the severity of the aforementioned problem.
  4. Finally you can help decrease your resolution time immensely by providing us with additional information related to your issue such as trace route to the troubled server in the case of a networking issue or log files from the troubled machine.

Armed with this information we can provide you with the best support possible and faster resolution times even when faced with the most difficult issues.

About Otava

Otava provides the secure, compliant hybrid cloud solutions demanded by service providers, channel partners and enterprise clients in compliance-sensitive industries. By actively aggregating best-of-breed cloud companies and investing in people, tools, and processes, Otava’s global footprint continues to expand. The company provides its customers in highly regulated disciplines with a clear path to transformation through its effective solutions and broad portfolio of hybrid cloud, data protection, disaster recovery, security and colocation services, all championed by an exceptional support team. Learn more at www.otava.com.

Get in touch with an Otava Rep today – just provide us with a bit of information below to get started and we’ll reach out to you shortly!