Corporate Support September 15, 2011 •
Webanywhere is committed to delivering best-in-class support to our business customers and partners. In the event that you need to ask a question, report a service issue or request a task, our Support Portal with integral ticketing system has been introduced to make the support services we deliver via our Help Desk team more efficient and ensure the fastest possible resolution of your support queries.
To use our Support Portal, users require a web connection (Internet Explorer 6.0+, Firefox 2.x, 3.x Google Chrome, Apple Safari). The Support Portal can also be accessed via iPhone/iPad, BlackBerry and Android mobile phones to view or update your outstanding queries.
To start using our Support Portal, users can either go to http://webanywhere.zendesk.com/ or you can send an email to email@example.com. Any email sent to this address will show up in the Support Portal and be accessible to Webanywhere Help Desk agents.
Our Support Portal uses Tickets, or records of all the interactions related to a specific Incident or Helpdesk Query, to manage the quality of customer experience. However you choose to ask for help - whether it’s a request for a new service, or to report an issue with your existing service - the result is a Ticket.
When it first appears, a ticket status is New. After one of our Help Desk Agents accesses it for the first time, it becomes Open. If it needs a response from you, we mark the ticket status as Pending, and it is then marked as Open again when it comes back to us. When the issue is resolved, the ticket is designated Solved.
For more information and a User Guide to help you use the ticketing system, please visit the Downloadable Guides forum to view our Customer Guide.