A few weeks ago, Core IT announced our plans to roll out a new and improved technical support ticketing system across all customers. We’re happy to say that we‘ve now made the change and the new system is in full swing!
You may have already noticed that emails from us are now coming directly from your technician (or whoever is helping with your issue), as well as improved updates regarding the status of your requests. Going forward we will be simplifying the chain of communication in this way to enable us to provide faster, more effective resolutions to your technical requests.
We’ve also began to include a priority on every service request that we receive, as well as a due date for when you can expect your ticket to be completed. This helps us ensure your concerns are looked after in the timeliest manner based on how urgent each issue is. If you have any concern about the priority or due date assigned to your ticket, please reply to the ticket email with your comments and we will take the required action to reprioritize.
Over the next few weeks, we’ll begin to issue our new invoices and provide access to the customer portal which will provide more detailed information about the work performed on your technical support requests then ever before.
If you’d like to provide any feedback to us about the changes to our service processes or would like to make some comments about your experience, please reach out to us at email@example.com or give us a call at (604) 632-4110.
Thank you for your patience as we continue to work on streamlining our new processes over the next few weeks!