Ticket Resolution Steps
Here is the process that we follow to resolve your service ticket
| For all support requests, please email us at support@ttsd.co.uk and several things will happen: |
| 1. Automatic Acknowledgment You get an automatic acknowledgment that your request has been received and logged. |
| 2. New Service Ticket A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal. |
| 3. Ticket Processing Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue. |
| 4. Email Response You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss if required. |
| 5. Automatic Updates The system automatically updates you on the progress or status of the work according to the workflow rules we have set up. |
| Two special requests to you: |
| 1. Ticket Related Responses If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket. |
| 2. Ticket Un-Related Responses If you have to notify us of an un-related problem, please create a fresh email to support@ttsd.co.uk and do NOT reply to an existing case or ticket email. |
