A support ticket is an issue that is raised and sent straight to our support team. They will then assign the ticket to a member of our tech team who will resolve the issue as soon as possible. It's used predominantly to let the support team know of a website's issue or bug that you cannot fix and needs specialist help.
Why are the Support Tickets Important?
Support tickets allow you to communicate an issue or bug directly to our support team at Volcanic. Each support ticket raised will be responded to within two working days to ensure the smooth performance of your site. Our support ticketing system allows for two-way communication so if there does need to be clarification this can happen. Please ensure you check in your contract for the maximum number of support tickets allowable per month.
How do I Raise a Support Ticket?
Step 1. Firstly, make sure you are logged onto the Volcanic admin area. Secondly, go to the top right hand side of the dashboard and next to your name you will see "Support". Click there and then click "Support Issues".
Step 2. Click "New Support Issue".
Step 3. Type the necessary details including: title and description. You are able to upload a screenshot and/or include the URL of the page with the issue. Then click on "Save".
Tip The more information you provide in the support ticket the easier it will be for the support team to come back to your request.
Step 4. Wait for the ticket to be processed as there are 5 statuses for the ticket:
- Open: The ticket is being reviewed.
- Assigned: The ticket has been assigned to the appropriate resource.
- Closed: The ticket has been resolved.
- Feature Requests: The ticket involves adding a feature to the site.
- Archived: The issue has been resolved and the ticket has been closed.
How to Raise a Design Change Support Ticket
Step 1. Follow the same process as before but ensure that for this specific requests to Design, file a Support Ticket under the Design Changes tab only.