File a new ticket or check the status of an existing request. The support ticket desk routes billing questions to the finance team and technical questions to the on-call engineer queue automatically.
Customers can escalate a ticket that has gone unanswered for more than a business day, which raises its priority and notifies the support desk supervisor. Escalated tickets appear at the top of the supervisor's queue.
Once a ticket is resolved, the support desk sends a satisfaction survey to the customer and archives the ticket transcript for future reference by the support team.