Support Ticket Process
Here is the process that we follow to resolve your service ticket.
Several things happen when you email: Support@EllipticSystems.com:
- 1. Automatic Acknowledgment
- You will receive an automatic acknowledgment that your request has been received and logged.
- 2. New Service Ticket
- A new service ticket is generated with a ticket number that can be used to track your request via the
Customer Portal.
- 3. Ticket Processing
- Once the ticket has been created, then we process it to evaluate the best resource to handle your ticket.
- 4. Email Response
- You will receive an email directly from that resource as they begin working your request, followed by a phone call to discuss.
- 5. Automatic Updates
- The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Two special requests to you:
- 1. Ticket Related Responses
- If a ticket has been generated and you want to respond or update us about the same issue,
please REPLY to the email notification you receive, rather than creating a new email (this will ensure the ticket number remains in the subject).
This allows the system to keep all related correspondence in the same ticket.
- 2. Ticket Un-Related Responses
- If you have to notify us of a new, un-related problem, please create a fresh email to
Support@EllipticSystems.com
and do NOT reply to any existing ticket emails.
