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It's Lisa from IX Web Hosting, and I am writing to announce an exciting upcoming change with our online ticketing system!
From your side of the inte**ce, you will notice only a couple of differences when you create a new ticket (you will now be able to select more specific information), and how information about your open tickets is displayed. For example, the status 'On Hold' will now only mean that we are waiting for a response from you!
From our side of the inte**ce, we will be able to better understand the issues that you report to us, prioritize and route them to the best fix group more effectively, and recognize when we have issues that may affect multiple customers more quickly. We are very excited to have this new system go into production, as it is the next step in positively improving the service experience for all of our existing customers.
We will be implementing the changes on Tuesday, November 16th from 5am EST to 7am EST, and you will not be able to create a new ticket during this time. Existing tickets will still be worked and migrated to the new system, but if you need assistance during the two hour maintenance, please talk to our live chat personnel or give us a call. Once the maintenance has ended, the new system will be online!
If you have any questions -- especially any feedback about the new system -- please be sure to contact your Personal Support Heroes. We're excited to hear what you think!
Thank you,
Lisa Grice
Director of Customer Service
IX Web Hosting |
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