Why Submit a Support Ticket?

Friday, March 23, 2018
Nick Bolton
Nick Bolton
Founder CEO & Interim-CTO of Symless (Synergy team)

Here at Symless we know that supporting our customers is of paramount importance. We’ve built a complex bit of software that aims to achieve a simple goal: making multi-device, cross platform working seamless for everyone. We also know that it doesn’t always go the way we think it will, and despite our best testing efforts we could never hope to replicate all the varied and wonderful use cases that our customers have. So, we rely on feedback from our users to help us spot the bugs, replicate problems, and ultimately make a better product.

How Does It Work?

To do this, we have internal processes that allow us to share this information with the development team, and make sure that our users’ voices are heard where it counts. The most effective method is through our support ticket system.

When someone encounters a problem with Synergy, however major or minor, we encourage them to submit a ticket to our Helpdesk Team, even if they’ve found a workaround. This funnels the feedback into one place where we can quickly see what’s going on, and prioritise accordingly. It allows us to see what matters most to you, our customers, and act on those problems in an effective and meaningful way.

Our development team want to be spending time developing new and exciting features. The more information we have about existing bugs, the more efficient we can be with fixing them. Then, we can devote more of our time into adding brand new features. Everybody wins!

software development

Of course, we happily accept feedback wherever it appears; be it through social media, our forums, review sites such as Slant, GitHub, sent by carrier pigeon...wherever! We’ll always do our best to act on it, but it’s through tickets being raised that we can most accurately get a picture of what issues our customers are facing.

Ultimately, more tickets = better Synergy. So what are you waiting for? Put down that carrier pigeon, and send us a ticket!

March 23, 2018
Nick Bolton
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