How Easy I.T. Supports You!
We know that our customer’s IT success depends on the quick, efficient, and thorough response to questions and issues that our clients bring to the Easy I.T. team. That is why we have established a simple but comprehensive Support Ticket Process. Our process gives our clients an understanding of how we work for them and the confidence that their IT issues are being cared for in a manner that is appropriate and prudent.
Our support process is triggered when a client submits a support request (ticket) via EC icon or an email sent to support@easyit.com.
Once our team receives the request, we automatically move into the support process described below.
This is our Easy I.T. Five Step Support Process
- Automatic Acknowledgement – You get an automatic confirmation that your request has been received and logged.
- New Service Ticket – A new service ticket is generated with a ticket number that can be used to track your request via our Customer Portal.
- Ticket Scheduling – Once the ticket has been created, we then process it to evaluate the priority and the best way to resolve the issue. We will then send an email, letting you know that the ticket has been scheduled and an ETA of when the work will commence.
- Working on the Ticket – Once we have finished your request, we will give you a call to let you know. We will also ask you to test and ensure that the request has been resolved.
- Automatic Updates – The system automatically updates you in relation to the commencement of work on your ticket and the progress or status of the work according to the workflow rules that have been previously set by Easy I.T.. Once we have completed work on your support ticket, we will contact you to confirm that the issue has been resolved.
Ready to learn more about how Easy I.T. ensures reliable service to our valued clients? Give us a call today at 1300 327 948 or send an email to info@easyIT.com.au. We look forward to hearing from you!