Enhancements for Support Cases Opened via Email
01-18-2017 10:10 AM
In an effort to improve our customers’ experience when opening cases via email (firstname.lastname@example.org), we are pleased to introduce a new email support workflow. Upon submission of a case to Centrify Support via email, customers now have the option to immediately provide additional case details via the web.
Customers can simply click on an encoded link in the case confirmation email and provide more information to help us route your case in a timely manner:
Additional case details such as “priority level”, “product type” and “version” information can be entered on this temporary case update page to help us process your case as quickly and efficiently as possible.
For new customers who do not yet have contact records in our system, you will receive an email reply with detailed instructions on how to provide our support team with additional information needed for us to process your case. Please be sure to contact us within 24 hours so that we can efficiently process your case. Cases from unknown email addresses (not in our system) without follow-up contacts will be automatically closed after 24 hours.
We hope this workflow will enhance your support experience with Centrify. As always, we recommend that you open your support incidents via our Customer Support Portal for optimal case assignment and routing. Please reply to this thread if you have questions or feedback regarding this new workflow.
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