New EFS Ticket System

In our newsletter to clients last month, we mentioned that we would soon be switching to a new ticket system, called Zendesk.

As of today, May 1st, the new ticket system is live! It will continue to allow you to submit tickets on a 24/7 basis, while offering some enhanced features designed to make things even easier to do so.


What Do You Need to Do?

 

In order to submit and begin tracking your support requests using the new ticket system, you will need to sign up and create a user account at support.efulfillmentservice.com.

 

To help walk you through the sign up process and become more familiar with this new system, please click the following link to access our User Guide.


Beginning on May 1st, all tickets should be submitted by visiting support.efulfillmentservice.com, or by sending an email to one of the following addresses:

 

For general support inquiries: support@efulfillment.zendesk.com

 

For billing inquiries: billing@efulfillment.zendesk.com

 

This new system is designed to not only make things easier for our clients, but to also improve our level of service, so we hope you enjoy it! 

 

Some of our clients received an email on Wednesday of this week announcing that you have a new Client Account Representative here at EFS. If you have any questions regarding this new ticket system, please direct those to your dedicated Account Representative. 

 

If you are unsure as to whether or not you have a new Client Account Rep, please call us at 855-449-5473.

 

Thank you!

 

The eFulfillment Service Team

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3 Comments

  • 0
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    Donna Pena

    Hi Kurt,

    How do you cc someone on these tickets?

     

    Thanks,

    Donna

  • 0
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    Dev Team

    Hello Donna,

    With Zendesk everyone within your organization has full view of all the tickets by clicking the organization name next to 'Check Your Existing Requests' in the web portal.

     Due to this feature there is not a CC option in the web portal interface.  However, if you do need to CC someone on a ticket then you have one of two options. 

    1. Submit a request/ticket through the web portal and mention in the ticket details that you would like a certain email address CC'd.  The Account Rep. that answers the ticket will be able to add the email address to the ticket as a CC for you.
    2. Submit a request/ticket through email and CC the email address you want CC'd when we import the email into Zendesk then the email address is automatically added as a CC.

      1. Using this same method if you reply to any of the emails you get in regards to this ticket you can CC someone on the reply and they will be added as a CC on the request/ticket.

    Thanks

  • 0
    Avatar
    Donna Pena

    Thanks for your quick response Kurt.  You answered my question.  

     

    Donna

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