Here is an overview of how our support ticket process works.
Submitting a Ticket
There are couple ways to create a ticket with RepBox.
|Support Site||Click on "Submit a request" at the top of the screen|
|Send an email to email@example.com|
|Support Site Chat||Send a message via our chat at the bottom right of the screen|
After submitting a ticket, you ticket is assigned in a round-robin method to one of our support team members. That team member will assess the ticket and respond. Based on their findings, the ticket could be:
- Resolved and sent back to the customer
- Sent back to the customer requesting further information
- Re-assigned to our Development team who will:
- Determine if the issue is a bug and fix
- Determine if this is a customization request and quote the customer
* At this point, the ticket may be labelled as open or pending
Ticket Marked Solved
After a ticket is marked as solved by our support team member, the customer has 4 days to respond and re-open that ticket. After 4 days, the ticket will be marked as closed and will no longer be able to edit that ticket without re-opening another ticket.
|A ticket that has yet to be assigned|
|Indicates that a ticket has been assigned and is being worked by a support team member|
|indicates that the support team member is waiting on a response from a customer or developer|
|Indicates that the support team member has submitted a solution for your ticket. Tickets that are solved can be reopened and updated. Tickets in solved status that are responded to by a customer will be reset to an open status.|
|Tickets are marked closed 4 days after they have been solved and not responded to. During this time, you may received a satisfaction request from our organization.|