Updates to Support and Ticketing

Over the last couple days there has been many conversations about how we can work to improve our support systems, and improve our community, and others time with our company.

We've updated our ticketing softwares, and introduced a new system.

HESK Helpdesk

We've introduced this as an effort to better manage our ticketing and allow for us to better manage the way we decide on ticket priority, the issue you might be facing, and focusing on getting you the support you need and deserve as quickly as we can. 

Why are we switching?

By switching to using HESK, it allows to us to track how many tickets are created for each category, the different issues faced by members of our community, the amount of times tickets are set as "High Priority" for instance. Monitoring these statistics means that we can constantly work on improving our support for all.

With HESK, you're able to create tickets for the following:

• General Support
• Sales
• Service Support
• Nautical Ranks 
• Bug reporting

How to use HESK

1. Select the correct category corresponding to your current issue
2. Fill in the fields for your:
   • Name
   • E-mail 
   • Subject
   • The message you wish to send
   • Any attachments you wish to send us
3. After filling in these fields, you'll be prompted to complete a spam-protection test (5-7 numbers aligned at different positions in an image)
4. Your ticket will enter a process we call "Triage" and then auto-assigned to a member of our team.
5. You'll receive an e-mail notification when there's a response.

You can view the ticket by using the link in the e-mail, or with your tracking ID - If you forget this, you can request to have it re-sent to you from the "View a ticket" page.

You can access HESK by going to the following list -> https://hesk.nauticalhosting.net/ 

E-mail Support

Alongside introducing HESK, we've also improved on our e-mail support. You can now email support@nauticalhosting.com to contact us, and a member of our team will reply when they're available.