At CAL we are always looking for ways to better serve our Dynamics GP customers. We have recently deployed a new customer service / support ticket tracking system. This system will allow you to easily submit support requests via email and receive confirmation and status update emails for your support request.
Here are a few of the main features:
- When you contact CAL customer service / support, a ticket is created and assigned to a CAL team member. This ticket is tracked and an automated email will be sent to you indicating the ticket number and status. See screenshot.
It is not necessary to respond to this email, however if you do reply, all information in the reply will be automatically added to the ticket for CAL’s internal reference.
We realize that many of you contact a CAL technician/consultant directly, instead of through our support desk. In this case, if the issue is not resolved the same day, a ticket will be created and you will receive the automated confirmation email.
- You can quickly create a ticket by sending an email to support@calszone.com. In this email please include a brief description of the issue, your name, email address and phone number. Please see the example shown in the screenshot below.
A ticket will be created in the system and you will receive an automated confirmation email including the ticket number for future reference. Our support team may call or email you for additional information if necessary.
- If you use the “Submit Support Request’ form at www.calszone.com/support , a ticket will be created just as if you contacted the CAL support team by phone at 860-485-0910 x3. An automated confirmation email will be sent to the email address supplied on the form. See screenshot below.
- After a ticket has been successfully resolved, it will be “Closed” by the CAL team member working on the task. You will receive an automated status update email indicating that the ticket has been “Closed”. See screenshot.
We look forward to using this system serve you better in the future.
If you have any questions about the new system, please do not hesitate to contact us at questions@calszone.com, or 860.485.0910 x3.
By CAL Business Solutions, www.calszone.com
