Cannot email support@smatertools.com

Problem reported by Steve Reid - 4/27/2015 at 11:20 AM

Not A Problem

I tried to email support this morning when I was having problem accessing the community.

I got this back as a reply:

We received an email to a department that does not accept new tickets via email.

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Employee Replied

4/27/2015 at 12:32 PM

Employee Post

Hey Steve,

I'm going to go ahead and actually mark this as Not a Problem. You received this message due to how we have our installation configured. Tickets to the Support Department (support@smartertools.com) cannot be submitted by email. You'll have to go to the Tickets section of the portal and submit the ticket here, and you're only able to submit a ticket if you have a paid instance. Once you've submitted a ticket by the portal though, you can reply back and forth through email.

With any installation of SmarterTrack, you'll receive a similar message when you email a department that does not accept ticket submission by email. In the future, you can email sales@smartertools.com if you want to submit a general ticket.

Thanks!

Steve Reid Replied

4/28/2015 at 5:14 AM

Wow, I can't believe you have something so counter intuitive you expect people to follow.

Why would anyone think of emailing sales when it's support they are after.

You should have emails to support filtered into the general queue.

Employee Replied

4/28/2015 at 8:29 AM

Employee Post

Steve, the auto-responder you received fully explained the process of submitting a ticket to the support team. Every company will have procedures in place for contacting support, and this is one that has worked flawlessly for many years.

Steve Reid Replied

4/28/2015 at 9:16 AM

What that message I receive says to me is "take you concerns elsewhere" Unless you want to open a paid ticket we don't want to hear from you. Also this attitude that your support procedures are flawless is concerning as any good company recognizes that there is always room for improvement.

Steve Reid Replied

4/28/2015 at 9:21 AM

Keep in mind that I was attempting to reach out to you after failing to access the community, which is always my first choice. And I did not think this was worthy of opening a ticket.

Brian Ellwood Replied

4/30/2015 at 8:07 AM

I've honestly had great success asking one-off things via live chat. Granted they aren't online 24x7 but they've always hit the mark for me.

As for Steve's general concern, I think the email reply could be much better:

"Hello, we've received an email to a department that does not accept new tickets via email. If you have a support emergency please log into {login_url} to open ticket. If this is not an emergency please try contacting us via live chat on our main site {live_chat_hours} or by checking our community forums located at {forum_url}. Alternatively you may try sales@smartertools.com for general inquiries."

This is a helpful message that gives the user options and is not as stand-off-ish.

Steve Reid Replied

5/1/2015 at 5:24 AM

I think what Brian suggest would certainly help.

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