Over the past few months we have had some changes to the DocketManager Support Team, as well as an increased volume in support, so we are working on streamlining our processes to ensure that our users still receive the same quality of service. Please read below on how the DocketManager support channels should be used:
We are more than happy to offer a direct way to contact us, however, in order to maintain service levels and offer everyone the same service we are trying to limit the number and length of calls.
The goal of our support line is to keep the calls to 5-10 minutes – enough time to answer a couple brief questions, to gather required information or to schedule a training session. If all of the agents are unavailable please leave a message with as much detail as possible, or submit a support ticket. If you are calling about an issue that has already been submitted as a ticket, please let us know so multiple agents aren’t working on the same issue. It is always helpful to state the ticket number as well.
For bugs/issues or questions that can be answered when convenient, please use our ticketing system. You can submit a ticket with the Issue button on your DocketManager site or you can log into your support portal or submit and email to firstname.lastname@example.org. In order to ensure response times can be met please set your ticket priority appropriately. Urgent would mean you cannot process orders or continue your business, and low would mean general questions, how-to’s or a request (response expected generally within a business day). Please enter one ticket per issue rather than combining them into one, this makes it easier to track repeat issues or to continue investigating one issue while another is being worked on. We aim to have weekly QA releases (if required) to resolve any previously reported bugs or defects.
We offer two types of scheduled time: 15 min Q&A sessions or 1 hour training. When given a link please choose the type that is most appropriate for the content being covered. If possible, we would like to limit the number of scheduled sessions to 2 per week. It may not always be possible, but please let us know if you need to cancel or reschedule a time so that we can use the available time productively.
We would love for all DocketManager users to participate in the Forum; the more feedback we get means we are building better, more user-defined features. We welcome any idea for existing or new features/enhancements. The more popularity a topic gets the higher priority we make it.
Please click Contact on the bottom left of your DocketManager site for more information on our support channels.
We appreciate your continued support as we strive to serve you better!