Submitting Customer Support Ticket

If a customer phones / emails regarding an issue with a website / emails etc – then we need to raise a support ticket on behalf of the customer through the support system, not by sending an email to support.
To raise a ticket on behalf of a customer, this need to be done through the following url: https://helphub.silvertoad.co.uk/support/ the only thing you will need from the customer is their email address, the rest should then be able to be entered by the team member who answered the initial support phone call or recived a direct support email from the customer.
The reason we now do this is due to not previously having a physical log of all support tickets.

Emails sent to support@ should be from customers, which a ticket will be automatically created.
For internal sites you can also email support@ and a support ticker will be automatically created.
All emails to support@ are forwarded to the support system, where the ticket is created and an automatic reply sent regarding the submitted ticket:

Dear NAME,

Thank you for contacting Silvertoad. We acknowledge receipt of your request and a support ticket has been created.

A support representative will be reviewing your request and will send you a personal response (usually within 24 hours).

You can view and keep track of your ticket status here: https://silvertoad.freshdesk.com/public/tickets/

Thanks for your patience.
Silvertoad Support Team

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