Why Support Requests Should Be Placed Through the Support Desk
Sometimes, placing a telephone call or email through the Support Desk seems like an extra and unneeded step to have to go through when you have a support issue that needs attention. Actually, it’s to your benefit to do this. Let me explain why.
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The tech that you sent a direct call or email to may be on-site with another customer, teaching a class, or working in the shop and may not be able to receive and respond to your email or voice mail until a later time. Another tech may be available to respond more quickly if the Support Desk knows of your problem.
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The Support Desk can help prioritize assignments, so that the most crucial issues can be addressed first. If your system is down, for example, wouldn’t you want that to take priority over a request for a small correction to a printing label?
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Some techs have greater expertise in certain areas. Maybe the tech you thought you needed is not the best one for the issue you have. Calls to the Support Desk can be assigned to the person best suited to handle your issue.
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Sometimes, more than one person at your business contacts us for support for the same issue, not knowing that the problem has already been reported to us. Occasionally, the second person reports the issue as an entirely different problem! The Support Desk can recognize the duplication and help avoid duplication of return calls, saving the tech time and effort.
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Work orders for techs are created at the Support Desk. These are needed for the techs so they can record the work that they are performing, record time involved, and have a permanent record of the work performed to reference at a later date if changes are needed or new issues occur.
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The work orders created at the Support Desk can help with billing accuracy.
We know that the issues that you have are important to you, and we want to provide the best response in the timeliest manner. This can best be done by calling our Support Line at 800-672-4806 or emailing your request to support@ccscentral.com.