Hi SG Community!
I wanted to pop in and share an exciting new development in our Technical Support system: Critical Case routing.
Similar to the old support system, we modified the ticket intake form to capture when urgent issues are occurring (locked out of site, compete outages, etc.)
With this update, our support team will become even better at prioritizing tickets in the queue. To learn more about how this looks and how to utilize it appropriately, please review our article: Critical Case Routing.
Thank you (again) for your patience as we continue to evolve and grow our support team. We are so thankful for your time and understanding, and we look forward to working with you in the future!