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March 26, 2010 | Posted at 2:31pm

Our new Support Ticketing System is Ready!

We just officially launched our new Support Ticketing System and we think you're really going to like it!

After numerous years of steady growth, taking support requests via standard email, and slightly utilizing our old support system, we felt it was vital to research and develop something entirely new to stay ahead of our customer service demand.

Our goal was to not only make it easier to submit support requests to us but for us to also be able to manage your requests in a much more efficient way, ensuring everyone receives our support as quickly as possible.

Being in the technology community, we've all had our experiences in dealing with online Support Ticketing Systems but it's always left us wanting more. We found that although it was very convenient to be able to reference a ticket number when following up with a request, it was always inconvenient for us to simply create them in the first place or add additional notes and file attachments to existing ones. This inspired us to develop our own platform and we're extremely proud of what we came up with!

Top Features:

	Online Support Ticket Reviewing: A completely unified ticketing system has been integrated into all Control Panel accounts allowing you to review all your past and present requests along with the current statuses of all of them. You can also add additional notes and file attachments that will automatically notify the specific staff member in which your request has been assigned to.
	Email Support: There are two ways to create a Support Ticket. One, you can use your trusty old (recently updated) Control Panel account and two, you can now email us your requests to and our system will automatically generate a ticket number then email it to you so you'll know we received it. In addition to creating new Tickets via email you can also add additional notes and file attachments by simply replying to your confirmation email.
	Notifications: We really wanted to ensure that all support requests could be handled in as little time as possible so we've built in some tools to be sure we never overlook any requests – no matter how big or small. We utilize email notifications, system pop-up notifications, and also iPhone Push Notifications to our phones so no matter where we are or what we're doing, we'll know you've submitted a request to us. In addition to this and the off chance we overlook your request, our system will automatically remind us if a request has been sitting too long.

These are just a few of the new features included in our new system. Go ahead and start trying it out by simply logging in to your Control Panel or send an email to from the administrative email address we have on file for you. After utilizing this new system for about a week or so in our live environment we'll start requiring all new requests be submitted this way moving forward.

Let us know what you think, we're looking forward to hearing your feedback!

Cheers,

- The WebKRAVE Team

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