The past 12 months have seen 1sixty8 media grow like a weed! We have more than doubled our client base and more than quadrupled the amount of content that we are creating each month for those clients. We have also doubled the size of our team to keep up with these demands.
Along with this growth comes more support-related issues. To handle this increased support requirement, we have implemented an advanced support ticket system.
From now on, if you have an issue with your site’s functionality, an issue with content on your site or a general support issue, just go to www.1sixty8.com/dev2/support/ and complete a simple trouble ticket. The ticket will be routed to the proper team member and your issue will be handled in a timely manner based on severity and workload.
You also can click on the support tab at the upper left side of every page of both www.1sixty8.com/dev2 and clients.1sixty8.com. The support system is completely mobile-responsive and works equally well on all browsers and devices.
During your first session with this system, we highly recommend that you set up a username and password. While this is not required, it will allow you to log in and see the current status of your ticket in real time. You will only need to do this once.
When submitting a ticket, you will be asked to prioritize it based on severity. Let common sense be your guide. If your site has been offline for an hour, this is certainly something to prioritize as “Urgent.” An image rendering strangely in the Chrome browser on Android, however, does not warrant a “High” or “Urgent” priority!
As with most support ticket systems, you will receive an e-mail each time there is an update to the ticket. You can simply respond to that e-mail and it will become part of the thread.
As we move forward, the trouble ticket will be the single point of contact for all support-related issues for clients with actively managed sites. We cannot promise an efficient response to other forms of notification, such as text, e-mail or Facebook. We have invested a lot of time and resources to make this system as streamlined as possible and to ensure a quick response from the team member most capable of solving your issue.
It is important to note that clients with sites under development should not use the trouble ticket system. During initial development, all communications should take place through Basecamp.
We are very excited about this opportunity to solve issues for our clients more efficiently. We welcome any constructive feedback that can improve our new support system.