The support ticketing system is now working on firstname.lastname@example.org. When emailing support, please ensure that you are doing so from an email address associated to your account. If the email is not from the account, it will be returned detailing as such. This is a security feature to ensure that only the owner of the account can access the support ticketing information.
To add additional users to your account, log into the client area and select 'Add New Contact' from the left navigation bar. Be sure to check the box 'Support Emails - Allow this user to open tickets in your account' otherwise they will not be able to open support tickets on your behalf.
In addition to email access to support tickets, we have implemented a Customer Satisfaction Survey (CSS) to ensure all of our customers are receiving quality resolutions to their issues. If you receive a request to complete a survey after your ticket has been closed, please take the time to fill it out. It helps us to better serve you!
Please let us know if you have any questions!
Thursday, November 5, 2015