How to reach OptiProERP Support and Service Management
Need help from Support or Service Management? Here are your best options:
IN-TICKET SATISFACTION SURVEY
Rate your satisfaction while the ticket is still open: Every agent reply includes an option for you to share how you feel about the ticket while it is still open:
Tickets marked as Not Satisfactory alert management so we can check on things right away. Please do use the in-ticket Survey as soon as you feel you need manager help. Add a comment describing your concern and what help you need. Also, no matter what the rating, comments are appreciated.
CUSTOMER ASSIST ESCALATION FOR EXISTING TICKETS
Email customerassist@optiproerp.com to alert Support and Service Management, and we will look into your request. Please include the following:
- Support Ticket or Service Request ID(s)
- A description of your concern
- What type of help you need from a manager
- Optional: the name of the manager you have been working with, if any
- You may cc: others, such as your account manager, but we encourage you to always email customerassist@optiproerp.com.
directly to reach the right people the fastest.
A manager will review your request and ticket(s), then reply to you with a plan of action. Then your ticket will be marked as escalated and appear on management's priority dashboard.
Note that escalating to your Account Manager or other party directly instead of Customer Assist may delay assistance.
URGENT CRITICAL TICKET
Please do the following for urgent critical tickets only. This ensures it will be assigned to an appropriate agent as a priority.
- Create your ticket.
- Email customerassist@optiproerp.com right away, explaining why it is urgent.
We hope you find these options useful. Thank you for being a valued OptiProERP customer!
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