ZenDesk ticket system

Dear Customer,

We would like to introduce you to the support available through ZenDesk.

As soon as your business entity officially goes live (usually after Steering Board / Quality Gate 5), we at Customer Support will be happy to assist you with your questions and concerns. In order to provide efficient and high quality support, we ask that you pay attention to the following:

Basic information for ticket creation

• please log in to ZenDesk
• please create a separate ticket for each concern / question
• if you are responsible for more than one business unit, please let us know which business unit your concern is about
• describe your issue as detailed as possible and add screenshots and/or videos (if available)
• please draw changes to building plans in a clearly visible way

Why did we decide to use a ticket system:

Traceability

Since we have several employees in customer support and they can be unavailable (illness, vacations), the ticket system has the advantage that all support employees can track the progress of the ticket and your request can be processed seamlessly.

Tags

The tags stored in the tickets serve both us and you to facilitate the search for specific tickets.

Status

A status is automatically stored for each ticket. This shows the current status of the ticket at a quick glance.