Shortly, we will publish a Support Initiation Document in which we will provide full details of the improvements to how our support services operate and prioritise cases, our enhanced out of hours emergency service and the newly implemented automated escalation process.
Custom Gateway’s new support service aims to improve both efficiency and the overall support experience for our clients. This will be achieved via our new support service level objectives, with guaranteed update times, greater transparency and automated escalation to ensure delivery of effective support.
To coincide with this, all clients are now being encouraged to utilise the Support Portal to engage Platform Support Services, as opposed to emailing directly.
What is the Support Portal?
The Support Portal is a purpose built client 'support hub', offering instant links to self service user guides and video tutorials via Knowledge Base, and access to the free eLearning platform Gateway Academy. It also offers two routes for engaging with Custom Gateway’s Platform Support Team;
Submit a Ticket - raise an official ticket with the Platform Support Team
Live Chat - a chat based system for general queries only
Clients can view all current / open tickets via My Area to keep up to date on any active cases, and use System Status to see the current Platform status, which highlights any system downtime and incident reports.
Why should I use the Support Portal?
Historically, tickets have mostly been raised via email. Whilst considered convenient, the downside to this is that it does not prompt clients to provide relevant information based on the nature of the issue or the severity of it. This can lead to unnecessary back and forth communication to obtain basic or key information before the issue can be investigated. This slows the support process down.
The Support Portal is integral to our new support service objectives, as it allows clients to effectively communicate the Severity of the issue based on impact to their business, and also allows new tickets to be raised with the relevant information based on the nature of the issue. This helps the Platform Support Team to prioritise, diagnose and resolve cases more efficiently. In short, it helps us to help you.
Let's take a look at the main benefits of using portal:
Self Support and Learning Material - Instant access to self service information via Knowledge Base and learning material via Gateway Academy.
System Status - Clients can subscribe to this to get update notifications for real-time incident reporting based on platform status.
Provide Better Information - Submit Tickets with an appropriate severity, and contextual information relating to the nature of the issue; this helps the Platform Support team to deliver faster, more effective support as the tickets can be allocated to the appropriate agents and escalated to system specialists if necessary.
Ticket Visibility - Maintain visibility and access to all of your own / your companies raised support tickets. This removes the need for raising duplicate tickets / remembering ticket numbers when updating / responding.
One Location - Everything is contained in one place for easy access!
How do I Submit a Ticket via the Support Portal?
When in the Support Portal, click ‘Submit a Ticket’.
This will take you to the new ticket page, where several fields can be populated based on the issue being raised.
There are several standard input fields: