- Facilitate Escalation
- Track to Resolution
- Engage all of Combat’s Technical resources
- Detailed account of all MAC and Service requests
Get to know http://support.combatnetworks.com/portal. This is a very important site for Combat employees and Clients. It provides a direct portal into Combat support; where you can get the most reliable and timely response to your questions, trouble tickets and MAC requests. Using the portal, or calling the 1-877-9-Combat (1 877 926 6228) number and creating a ticket ensures that your issue is tracked to resolution. If escalation is required, the CRM facilitates it. The CRM gives you access to all of the technical resources at Combat Networks.
It’s no surprise that many of you are comfortable directly contacting a Combat tech via email or phone when something comes up. We’re proud of the know-how, accessibility and customer first attitude that our technical people have. However, opening a ticket with the Service Request CRM notifies every technical resource across Canada. You won’t have to worry that your request is sitting in the voice or e-mail box of someone who is on vacation, deep in the bowels of a building without external access or otherwise unable to respond. Also, with a ticket you can easily track the progress to a resolution. You can look back to see what was done before if you have a recurring issue and the CRM can provide a detailed and organized account of all service and MAC requests you’ve made at Combat. Your issue may turn into a searchable knowledge base article.
More and more you will see issues, MACs and queries requiring a CRM ticket to start things off. We want to make sure that we don’t miss things and we want to provide a place for everyone to be able to follow up on what’s happening. If you don’t have access to the CRM or are unsure of how to create a ticket, contact your Combat Networks account representative. They can set up a session to walk you through the system.
Attached is a document outlining the basic steps to creating a CRM ticket.
