New Helpdesk Announcement

New Helpdesk Announcement

We believe in providing the best support possible, so we are making some changes to how we handle it! Don’t like changes? We think you’ll like this one. We are implementing a new way of handling support tickets so you get even better support.

If you’ve had a support query over the last two months you might have noticed we’ve been testing out a couple of different help desk platforms. This is part of our plan to provide you with even better support while providing a way for us to track support requests and allocate them between team members. At the same time, this gives you more transparency on outstanding tasks and where they are at.

That’s a good change, right?

So without further ado…

We Just Launched Our New Help Desk

We want to make sure you get a resolution to your queries as quick as possible! Here’s what you need to do:

First up, add [email protected] to your address book and bookmark https://terramedia.freshdesk.com – our help desk portal. It will look like this:

How it works:

  1. Send an email to [email protected] and a ticket will automatically be created for you and assigned to your new support account.
  2. We solve the problem and let you know the resolution. If we can’t solve it immediately, we’ll let you know what’s happening ASAP and update you via the ticket.
  3. You will receive an email notification from [email protected] via our help desk and you can reply via email. There is no need to log into the portal unless you want to.

If you do want to check on the status of any of your open tickets or review any of your previous tickets, you can head to https://terramedia.freshdesk.com and create an account using the same email address you use for your support queries. You will automatically be granted access to your past tickets.That’s it. Nice and easy for you, and it helps us to make sure you receive support in the quickest manner possible.

Awesome!

Once you’ve used the system, I’d love to hear any feedback you might have, be it good or bad. Let me have it! I want to make sure that we can provide you with the best possible service now and into the future and your feedback is a vital part of that. Please also let us know if you have any questions at all about the help desk and how it works.

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