From time to time things need to change that is also true for the support team here at Symmetry. Yes we have had some changes in staff but we also are now using a new software to help manage the support cases as well. As some of you may have noticed we have begun to use it and is from our friends at NetSuite.
When you email into email@example.com it now automatically opens a new case and sends an email back to you letting you know someone will contact you shortly. In the past we had managed this manually which did work but did not notify you that we received the message. The messages sent to you also include a link so you can view progress to the case on-line.
For the most part nothing has changed for you in submitting or updating cases. You can respond to the emails or call in with updates as you did before. The one thing different is you will not be emailing the support person directly. With the new process emailing them directly will slow things down as the content will either have to be resubmitted or copied into the case. Also once the case has been resolved you will receive an email with the resolution in it. If that is satisfactory you need to do nothing. If for some reason it is not resolved you can respond to this and it will reopen the case.
When you need to submit new issues please send a new message to firstname.lastname@example.org to open a new case. The previous messages are directly tied to that case and will try to reopen it. If you have any questions, comments or concerns on the new processes please contact us so we can address it.