Knowledge Base/Announcements and Overview/Announcements

Welcome PICnet Support Clients!

Brad Grochowski
posted this on July 15, 2009 02:43 pm

We have a very exciting announcement regarding our PICnet support services: we have upgraded our support ticket system!


As you know, until now you have been reporting problems and opening tickets in our Kayako ticketing system. Kayako has served us well for
well over a year now, but we have outgrown it. In an effort to best serve your support needs, we are moving to a new ticketing system, called Zendesk.

Zendesk is a robust ticketing system that has a light, open and comfortable feel, and offers ticket tracking tools that we have always wished for in Kayako. We are extremely confident that you are going to appreciate the change once you get into the new system and have a chance to try it out for yourself.
The change to the new system is effective immediately, and we will be using it for all new tickets. Any other questions? Please peruse the answers below.


HOW DO I OPEN A NEW TICKET?

Click the "submit a request" link and fill out the brief form.

WHAT ABOUT MY ALREADY-OPENED TICKETS?

Currently open tickets will remain in Kayako and we will work with them there until we close them out.

WHAT ELSE IS THERE IN ZENDESK?

There's lots. Please feel free to look around. We now have a great forum, where you may post questions and comments. This provides yet another way for us to communicate with you, and it will allow you - our support community - to help each other out. Also, please browse the Knowledge Base to find quick answers on how to do many commonly-requested things with your site. The Knowledge Base is small now, but we're constantly updating it.


WHAT IF I HAVE OTHER QUESTIONS?

Please reply to this forum post (click the title, then click "add a comment").  We understand that change can be daunting, but we know this is a great new direction.

Thanks, and... Ohm!

Brad Grochowski
PICnet Support Zenmaster