Contacting Us Through Our Ticketing System

1. What is a ticketing system, and why should you use it to contact us?

• A ticketing system is a centralized platform that allows you to submit a query or request and, for us to be able to track, and manage inquiries or issues efficiently. It ensures that all communication is documented and organized, providing a streamlined process for addressing your concerns promptly and effectively.

2. How do I submit a ticket?

• To submit a ticket, simply log in to your account on our website and navigate to the support tickets section. You'll find an option to create a new ticket where you can provide details about your issue or inquiry, otherwise click this link here to submit a ticket without having a registered account. 

3. What information should I include when submitting a ticket?

• Please provide as much relevant information as possible to help us understand and address your concern efficiently. This may include your account details (if you have one), a detailed description of the issue or inquiry, any error messages encountered, and steps to replicate the problem if applicable.

4. How can I track the status of my ticket?

• Once you've submitted a ticket, you can track its status by logging in to your account and accessing the ticketing system. You'll see updates on the progress of your ticket, including any responses or resolutions provided by our support team.

5. What is the typical response time for tickets?

• Our goal is to respond to all tickets promptly. Response times may vary depending on the complexity of the issue and the volume of inquiries we receive. However, we strive to acknowledge and address tickets within [insert your company's typical response time here] during business hours.

6. Can I escalate a ticket if I feel it's not being addressed appropriately?

• Yes, if you feel that your ticket requires urgent attention or if you're dissatisfied with the response provided, you can request to escalate your ticket. This will ensure that it receives priority attention from our support team.

7. Can I reopen a ticket if the issue persists or if I have additional questions?

• Absolutely! If you find that the issue persists or if you have further questions related to a previously resolved ticket, you can reopen it through the ticketing system. Our support team will be happy to assist you further.

8. Is the ticketing system available 24/7?

• Yes, our ticketing system is available 24/7 for you to submit inquiries or issues at any time. However, please note that responses from some of our relevant teams may be limited to our business hours.

9. Can I attach files or screenshots to my ticket?

• Yes, you can attach files or screenshots to provide additional context or evidence related to your issue. This can help our support team understand and resolve your concern more effectively.

10. Is there a limit to the number of tickets I can submit?

• There's typically no limit to the number of tickets you can submit. However, we encourage you to consolidate related inquiries into a single ticket whenever possible to help us manage and address your concerns more efficiently.

11. How do I contact the Billing Department for account queries?

• Please note, our accounts and billing, and human resources departments do not take direct calls from the public. Our platform records all submitted queries through the ticket system and all tickets are tracked and monitored and replied to accordingly. 

If you have any further questions or need assistance, feel free to contact our support team through the ticketing system, and we'll be happy to help!