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Technical Support
For technical support, we offer 24 / 7 access to our knowledgebase:
HELPDESK
To submit a ticket, visit http://www.supportcommunity.ca any time of the day or night. We will respond to your request during business hours 8:00am to 6:00pm EST Monday to Friday.
Why do we use a HelpDesk system?
We find the helpdesk system helpful so multiple people are aware of the situation, have access to the exact details and each support member can pitch in comments to assist. It enables us to work on some support tickets as a group effort. Two heads are better than one is what we find makes the most sense.
In addition, it offers the ability for us to track and view support tickets which may need a number of steps over a period of time and responses back and forth to collect all the information required to test or resolve issues.
Next, if you're having an issue at 11:00pm at night, you can start the request and we can continue the request or ask for pertinent information at our earliest convenience. We don't need to try to find mutually available times just to ask and acquire critical information to do further assessments or fixes.
Also, we find that people can send us screenshots via this system which everyone can review and verify. Just the same, we can send screenshots to help people understand what they could expect to see or look for, in order to make the minor changes which will solve the problem.
Finally, for quality control, management can review how we respond to support tickets and the timeliness of responses and problems solved instead of being unaware of support conversations that may require attention.
I hope this helps to understand how quality service is important to us and how the HelpDesk system helps us serve people better.
Thanks,
Lisa Chang
President, Yenius Interactive Marketing