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~ Support Centre Newsletter June 2010 ~
Posted by James Kwist on 11 June 2010 04:49 PM
~ Support Centre Newsletter June 2010 ~

We are fast approaching the end of the second quarter for 2010. Soil Instruments Web Based Customer Support Centre was launched in January 2010 and we are pleased to announce it has been very successful. Thank you to all our customers who have taken the time to register with this service and provided useful feedback. To date we have received over 120 user registrations!

To ensure you benefit fully from our support centre Soil Instruments will issue Support Centre Newsletters detailing recently added Downloads, knowledgebase, & trouble shooting articles along with useful tips on using the support centres features.

~ Recent downloads, knowledgebase, & trouble shooting articles ~
The support centre is a tool we are keen to evolve over time to meet your requirements. Soil Instruments will continue to update its content as frequently as possible, with the content mainly being driven by the issues raised in new support tickets.

The most recent additions focus around the Soil Instruments Digital Inclinometer Systems. With PDA setup guides and downloads, along with In-Site error code articles and software upgrades.

~ Features explained ~
With each newsletter issued, we would like to take the opportunity to further explain a couple of the feature within the Support Centre. We hope these will prove beneficial when using the system.

Registering multiple members.
A single registration on the support centre allows the user to login and view all their individually submitted support tickets. There is no restriction on the number of people within a company that can register on the system. Some organisations may have multiple users who use the support centre. If requested Soil Instruments can group these users into a user group to release a number of benefits. A group can be configured so all users assigned to the group can see all tickets submitted by each group member. Alternatively, a single member can be set as the manager of the group and only the manager can see all tickets submitted by group members. These settings allow for a more cohesive approach to contact Soil Instruments for support. It also allows fellow colleagues to track the progress of a support issue, offer input and advice or manage a support issue if the originator is away on leave.

Ticket reference number and its importance.
In order to get the full benefits from the support centre it is recommended to log into the system via the web interface. However, once a user has created a ticket and has an ongoing dialogue with the Soil Instruments engineer, we understand that responding to the ticket from your email account is more convenient. We have therefore made it possible for users to respond to tickets directly from their e-mail accounts. In order for this feature to work, it is very important that the user retains their unique ticket reference number within the subject field of the e-mail. The ticket reference number will be in the following format [#ABC-123456] providing this reference number is within the subject header of any e-mail sent to the e-mail will be saved under the appropriate ticket and the user will get response from their assigned engineer. Removing or failing to input the ticket reference within the subject header could result in a possible delayed response or duplication of support from Soil Instruments.

Here at Soil Instruments we are committed in providing the best after sales support service possible. We believe that the Support Centre is helping us achieve this goal. We hope that the support centre will become a key tool for all our customers to help aid in the use of our instrumentation.

We welcome any feedback from our customers and believe this to be important in helping us provide the best support we can.

We thank all our customer for their continuing support and repeat business.

Kind Regards

Soil Instruments Technical Support Co-ordinator
James Kwist

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