McDan Group IT Support Desk McDan Group IT Support Desk Knowledgebase FAQs
Best Practices for Following Up on Tickets
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Important Update on Ticket Submission Times

Hi Everyone,

We would like to inform you that tickets submitted after 5:00 PM will not be attended to until the following business day. Please make sure to submit any urgent requests before 5:00 PM to ensure timely assistance.

For guidance on how to submit a ticket, please refer to the updated articles in the Help Center.

Thank you for your cooperation!

Best regards,
IT Support Team

Updated By:
Haruna

Best Practices for Following Up on Tickets

Sometimes a ticket requires follow-up communication. Here’s how to do it effectively:

1. Use the Ticket ID

  • Always include the ticket ID when following up to help the support team locate your issue quickly.

2. Provide Additional Information

  • If new issues arise or you find more details about the original issue, update the ticket promptly.

3. Be Patient

  • Allow reasonable time for the support team to respond (e.g., 24–48 hours for non-urgent issues).

4. Keep Replies Professional

  • Remain polite and focused when communicating, even if the issue is frustrating.

 

Update

haruna

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Article Details

Article ID:
22
Category:
FAQs
Date added:
2024-12-16 13:25:54
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