TECHNICAL SUPPORT

Here is the process that we follow to resolve your service ticket

Impact Technology Solutions stays ahead of the standard in our area for companies competing in our industry. We care about our employee's success and well-being and enjoy giving back what we receive from our people. At Impact Technology Solutions, excellence in customer service is not just a phrase, it is our mind set!

Support Ticket Process:

At Impact Technology Solutions, we take customer service very seriously. In doing so, we have developed a streamlined process to ensure that all support requests are handled in the appropriate manner. We understand that some issues are more critical than others which is why we triage each issue differently rather than processing requests ion the order in which they are received.

  1. Automatic Acknowledgement:
    You will receive an automatic acknowledgement that your request has been received and logged.
  2. New Service Ticket:
    A new service ticket is generated with a ticket number that you can use to track your request via our Client Portal.
  3. Ticket Processing:
    Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
  4. Email Response:
    You will receive an email directly from the resource as they begin working your request, followed by a phone call to discuss.
  5. Automatic Updates:
    The system automatically updates you on the progress or status of the work according to the workflow rules we have setup.

Two VERY IMPORTANT requests that we have for you!

  1. Ticket Related Responses:
    If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related corespondence in the same ticket.
  2. Ticket Un-Related Responses:
    If you have to notify us of an un-related problem, please create a fresh email to help@impactsolutions.us and do NOT reply to an existing case or ticket email.

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Impact Technology Solutions
2005 Valparaiso St. • Suite205
Valparaiso, IN 46838
Toll Free: 877.262.9140
Fax: 877.706.3567