A ticket is the entry of an incident or question to a certain section in Netz0, like the Sales Department or Technical Support department. As a customer, you can open tickets without time limitations from your client account or with an email message.
Tickets allow you and our staff to track and monitor entered responses, as well the status of your inquiry. You can verify your ticket at any time to check if it has received a response or if it was already resolved. Tickets allow us to communicate more efficiently with you since unlike conventional mail that is a communication from person to person, in Netz0 your ticket can be administered by multiple people at the same time.
When you enter a query, a ticket opens automatically with a unique tracking number which we send you as proof of receipt. Your new ticket has the “Open” status. An operator in Netz0 will then assign himself the ticket and proceeds to answer. Responding the ticket changes it to the “Waiting” status, where it awaits a response or action on your part. If you do not enter an answer after 72 hours, the ticket is marked as resolved and the ticket proceeds to close automatically with the status of "Closed."
The ticket is archived in your account for future reference. If you enter a response, the ticket passes to the open state so that an operator can assist you again until the incident has been resolved.
Tickets allow staff in Netz0 to help you in a more efficient and quick way. Moreover, they allow you as the customer to monitor the status of responses directly from our website, as well as to refer to the resolution of problems in the past. This is useful if you need to find the solution to a problem that was already resolved before. Every ticket has its unique ID that identifies it which allows you to differentiate your queries or incidents, as well as communication issues with Netz0 without mixing the responses or confusing the subjects.
The ID is the identification key that is assigned specifically to your inquiry associated with your person and customer account. You can use the ID to identify the problem or incident every time you reply or when an operator requests the ID of your problem via chat or telephone.
Tickets are very useful since the answers are archived in your customer account and can be consulted when you have problems with access to your e-mail. If at some point the problem or query no longer requires our assistance, you can close the ticket from your account or simply wait 72 hours without replying. In that case, it closes automatically indicating that your problem was solved. You can re-open a closed ticket at any time.
You can open or answer your tickets from our website or your authorized email in your Netz0 account.