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This Week in Support: How to Submit a Support Ticket

  • 1.  This Week in Support: How to Submit a Support Ticket

    Staff
    Posted 11-10-2022 08:00
    Edited by Pat Cooney 02-06-2024 11:27

    Hi Everyone, 

    There are four ways to submit a support ticket. You can submit one through the Support Portal, by sending us an email, by calling us on our toll-free phone number, or by using our online chat service. Each option will get you to our support team, so it's up to you as to which method makes the most sense for you. Here are some tips to help you get the most efficient service from our support team, regardless of what method you use to contact us. 

     

    Support Portal 
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    1. Navigate to the Support Portal (https://support.prontoforms.com/) and log in with your ProntoForms username and password. 
    2. Select Submit a Request and supply the following: 
      • Subject (Summary):
        Provide a short description of the problem (e.g., the issue followed by an error message) 
      • Description (Body):
        Reference the Technical Support Handbook for information on what to include when submitting a request. 
      • Priority:
        Reference the Technical Support Handbook for severity level definitions. 
      • Attachment(s):
        Upload log files, screenshots or any other relevant files 

    Email 

    Send emails to support@prontoforms.com. 

    1. Subject (Summary and Priority): 
      • Provide a short description of the problem (e.g., the issue followed by an error message) 
      • Optionally include the severity level as the first word in the email subject (e.g., "Severity 2" or "High"). Reference the Technical Support Handbook for severity level definitions. 
    2. Description (Body): 

     

    Phone 

    Please call ProntoForms at +1-888-762-7472

    Chat 
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    During business hours, navigate to the Support Portal (https://support.prontoforms.com/) and log in with your ProntoForms username and password. Click help on the bottom right and select get in touch to chat with an agent.

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    Additional information on how best to resolve any service request in the most expedient way possible can be found in our Technical Support Handbook, available to download here: http://www.prontoforms.com/res/downloads/support/ProntoForms-Support-Handbook.pdf 


    #TechTalkSupport
    ------------------------------
    Ravneet Kaur
    Team Lead, Customer Support
    ProntoForms
    ------------------------------



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