How We Manage Widespread Issues in the Support Portal
When a large-scale issue affects multiple customers, our support team uses a structured approach to ensure clear and consistent communication.
What Is a Problem Ticket?
A problem ticket represents the root cause of a widespread issue. Instead of handling each report separately, we link individual customer tickets (called incident tickets) to one central problem ticket.
What This Means for You
- Consistent Updates: You’ll receive updates based on the central problem ticket, so everyone gets the same information at the same time.
- Faster Resolution: Our team can focus on resolving the issue efficiently without duplicating work across multiple tickets.
- Clear Communication: You’ll know the status of the issue and when it’s resolved, even if you didn’t submit a ticket yourself.
What You Can Do
- If you’re affected by a known issue, you can still submit a support request. We’ll link it to the problem ticket and keep you informed.
- You can also comment on your existing ticket if you have additional details or questions.
Comments
Please sign in to leave a comment.