How Does Your Support Ticketing System Work?

Our dedicated support ticketing system transforms customer service from an inconsistent, chaotic queue into an organized, trackable, and efficient workflow. This infrastructure ensures that your request is immediately routed to the correct specialist and that we adhere to guaranteed response times (SLAs).

Accessing the Support Infrastructure

We utilize a dedicated, client-facing portal designed for efficiency and transparency.

The Support Hub Workflow

• The Portal: All requests must be submitted through the MyPortal Marketing Support Hub.
• The Form: Once logged in, you will fill out an easy-to-use request form. The form automatically logs your name and email and allows you to select a specific request type, ensuring accurate initial routing:
• Google Ads, Meta Ads, Graphic Design, Website Update, SEO Task, Video Editing, Go High Level CRM, LinkedIn, Other, or Integrations.
• Media Upload: We strongly request that you upload screenshots or videos to help us diagnose and resolve your issue faster.
• Immediate Confirmation: Upon submission, you will automatically receive an email confirmation containing your ticket number, assuring you that your request has been logged and is in the queue.

Centralized Communication and Transparency

The ticketing system centralizes all communication, preventing important details from being lost across fragmented email threads.

The "My Tickets" View

You can log in to the MyPortal Marketing Support Hub at any time and click on the "My Tickets" view. This view provides complete transparency:

• Status Tracking: You can see all tickets that are Open and those that are Resolved.
• Direct Communication: You can communicate directly with your assigned Project Manager and the relevant specialist within the ticket thread. All historical communication regarding that issue remains in one place, providing context for the team.

The Goal: Efficiency and Deflection

Our ticketing system integrates with our project management platform (monday.com) to optimize internal operations. This efficiency, combined with our robust FAQ portal, is designed to enhance your experience.

Deflection Strategy: By building this comprehensive knowledge base, we aim to facilitate customer self-service. For routine, P3-level queries, you may find the answer immediately within these FAQ documents, allowing our agents to dedicate their specialized focus to high-impact P1 and P2 issues.