Some of you may have noticed something different about the Support page on our website. If you have not yet, head on over to the Get Support section of the website to see the innovations. In an effort to improve our customer service and your experience with CATS, we have simplified our Support options down to 4 simple steps.
In Step 1, you will see two familiar support options in Self-Help: Frequently Asked Questions (FAQ) and Help and Training. The FAQs have been moved to their own page, and questions are numerically grouped into categories for easier referencing and searching. The Help and Training Webinars page includes a new section where you can sign-up to join all future webinars. As always, you can watch previous webinars or download pdf documents, if you prefer hard copies.
In Step 2, we are introducing a new concept: email statuses online. You can continue sending emails to CATS Support directly from your email client, or you can use our online Support Request form. We will receive your email either way and assign your request a ticket number for you to track its progress. Here comes the cool part — you can head on over to CATS HelpDesk to see the archive of all your requests and their statuses. Communicating with our Support Staff is as easy as commenting on our blog!
If you need to add updates to your request, you can do so by responding to the ticket in your email inbox, or directly on HelpDesk when viewing the ticket details (as seen in the above image). Bookmark it, Favorite it, visit it later and check on the status(es) of your ticket(s) at your convenience, from wherever you have Internet access!
In Step 3, we are also introducing Live Support, which includes Live Chat and phone support. In order to receive these live support options, we require that you subscribe to the Professional with Live Support plan. You will be able to chat online or talk one-on-one with a Support staff during normal business hours. Email support will always be offered regardless of which plan you have.
If you are a Developer who would like to extend CATS to you or your client’s needs, we have not forgotten about you either. In Step 4, we have provided an extensive documentation site on our Application Programming Interface (API). The documentation provides a list of the available functions, explanations of the functions, how to use the parameters and examples of how the functions can be used.
These new options will allow us to provide you with the training and support you need in a way that works with your schedule. With at-a-glance updates and faster response times, you can get the answers you need without missing a step! Leave us your comments and let us know what you think! We are always looking for new ways to improve our services.
