Email Support

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hackish
Site Admin
Posts: 582
Joined: Wed Jan 05, 2011 1:49 pm

Email Support

Post by hackish » Wed May 20, 2015 3:46 pm

I've implemented a support ticketing system so support requests can now be tracked and updated. Given the huge volume of email I get it is not effective in managing requests as I have no good way to manage the workflow. Sending email to the following addresses should create support tickets for any problems.

bugs@fastworks.com - Software support issues and bugs
tuning@fastworks.com - any tune requests, modifications, fine tuning
sales@fastworks.com - any sales requests
support@fastworks.com - anything that doesn't fit in a category above

While I'm trying to get through all the email without missing anything the message count from my absence is in the thousands. I'll try to catch any new tickets as they come in and spend a few hours each day going through the existing stack of messages.

-Michael

cranswick
Posts: 125
Joined: Mon Feb 27, 2012 2:10 am

Re: Email Support

Post by cranswick » Wed Jun 03, 2015 12:58 pm

Mike, it sounds like you need a receptionist...maybe some high school kid that needs co-op hours, lol....let's get that next version out the door :)

hackish
Site Admin
Posts: 582
Joined: Wed Jan 05, 2011 1:49 pm

Re: Email Support

Post by hackish » Mon Jun 15, 2015 10:26 am

You're probably right garrett. I think at least this new ticket system will stop requests from getting lost. When people use email I sometimes get 10+ messages within a span of a few hours so it's hard to deal with so many requests and not start losing the important ones.

-Michael

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