What to expect after you open a ticket

Modified on Mon, 28 Apr at 8:23 PM

After opening a ticket, there are a few things you should expect:

You will receive an email confirmation that says we received your request.
Based on the title and severity entered, our team will triage it and determine if that is an accurate title and severity. This may be adjusted if it is inaccurate (e.g., "Can't access email" submitted as an "Urgent" priority will be lowered to a "Medium" priority"). We may reach out briefly for additional information.
You'll be assigned a support agent. This agent will be the primary individual working on your issue. This may change throughout the course of your ticket if:
1. the agent is out of office, or
2. the original issue escalates into a more serious issue.

Our agents will do their best to provide you with the best service. They may reach out for additional information via phone, email, Teams, Slack, or other communication methods. Please respond to them as soon as possible so that you can get back to work, and they can work on assisting other customers.

Do not berate or harass our agents. They're human just like you. If you have a complaint about an agent, please send the complaint along with your ticket ID to contact@thackerbroadcasting.com.