Help & Resource Center

Escalating Support Requests

Overview

Let's be honest, support can be hard, and electronic communication doesn't make it any easier.If you’re ever unhappy with how a support request was handled, feel like something needs extra attention, or are unhappy for another reason, we’d like to know! This article describes how you can get the help you need in those situations where we didn't meet your expectations, or you just need a little extra love.

Create a New Ticket

Support Requests are assigned to an individual at Modern Retail who's responsible for either solving your request, or passing you over to someone who can solve it.

We sometimes hear from our clients that this is contrary to how they expected support to work. Some believe that there's a single person reading every reply from every client.  Unfortunately, this isn't possible given the number of messages; instead, your messages are only going to the person assigned to your request.

Occasionally, a request will get assigned to a person who is unexpectedly out for the day, or can't reply to your ticket.  The Support Group does a pretty good job of taking back these requests and assigning them to someone else.  However, we're human and can occasionally miss a ticket in the myriad of requests.

Therefore, we ask you to create a new support request referencing the ticket where your needs are not being met.  This will ensure "fresh eyes" see it and your request gets escalated appropriately.

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Human nature often kicks in, and you'll want to call the person you know best. This may be someone in sales, a project manager, or someone you've become friendly with in support.  Please resist this urge.  We have many horror stories where clients have left an urgent message with someone personally, only to get a late reply because they were on vacation. Don't let this happen to you;  use the Support Request system instead. It works!

Thank you and please let us know if we can help you by logging into the Admin Panel and creating a ticket.