Logging your ticket
At OPENSHOP, we prioritise delivering top-notch service to our clients by addressing the most critical issues promptly. To achieve this, all tickets are initially set to medium priority unless identified as business-critical, which typically involves affecting multiple users or essential operations.
When you log a ticket, our team evaluates it to assign an appropriate priority level and designate an engineer. You'll receive an email notification with details about the priority, the assigned engineer, and the estimated start time for resolving your issue.
If the scheduled resolution time doesn't align with your business needs, please let us know immediately! We strive to get your operations back on track swiftly. Your feedback on the priority helps us better understand and address your needs, ensuring we treat similar issues with the appropriate urgency in the future.
Request a call to discuss your needs
How to Escalate an Issue
First Level Escalation:
Issue: The assigned priority doesn't reflect the urgency of your problem.
Action: Reply directly to your ticket email, providing detailed information on how the issue impacts your operations. Our team will reassess and, if necessary, adjust the priority to expedite resolution.
Further Escalation:
Issue: After escalation, you still feel your issue isn't receiving the required attention.
Action: Contact our Customer Service Manager directly. They will review your case to ensure it receives the necessary focus and support.
Problems Solved
Response Time
User Satisfaction
In Business
Example of Escalation:
Ticket Raised: "Wi-Fi connectivity is inconsistent" - Medium priority.
Normally, a medium priority is suitable for this type of issue. However, if your business is hosting a critical online meeting today and reliable Wi-Fi is essential, you need your ticket escalated to reflect this urgency.
Talk to an expert today
Reach out to learn more about our premier IT Solutionsor call us at (+30) 2109813870.
