We’d like to inform you of some exciting changes being made to the Teleos support desk. Our support is an integral part of the Teleos system and we understand how important it is to our users. Over the past few months we acknowledge our support hasn’t been at our usual high standard. We are addressing this and want you to know this is going to change.
How will we achieve this?
On February 19th we are moving to a new call logging system. This will give you, our users, a more streamlined and easier system to use. We’ll be able to give you a quicker response than previously, due to its full and seamless integration at our end. You will also have the ability to track your support tickets online and update them with your own notes when needed. Each ticket resolved will give you the option to rate the service you received and we’d encourage you to do this on as many tickets as you can so we know how we’re doing.
What changes for you?
Currently you can either tmail support through the Teleos programme or call the support desk. You will still be able to call us but from February 19th when you click ‘tmail support’ you’ll be taken to our online support portal. The first time you access the portal you will be required to sign up – which involves entering your email address and your name. Once you’ve set up an account you’re done. To raise a ticket you login to the support portal with your email and password and then send your request. We appreciate this gives you one extra step but it will make a big difference our end when it comes to dealing with the query.
What do you gain?
1. The ability to track your raised tickets, and add to them whenever you need to.
2. We are building a knowledge base for our users within this area. This will be a searchable area available through a “Solutions” tab.
We would like to thank you in advance for your cooperation and understanding. Once the new system is fully up and running, we do expect our level of service to be better than it has ever been before.