Support Tickets

Till today, we had an internal customer issue tracking system that did not track email messages. It generated ticket numbers — but those were used only internally. Today the Airship team successfully started issuing support tickets to customers for all issues.

Now when we receive a support related email, our automated issue tracking software will pull this email into the system. A support case number is assigned and our support team will respond to the customer with this number. Once a case number is issued, all the email conversation is logged and tracked by the issue tracking system, provided the case number in the subject line is not removed. This is going to be a nice improvement on handling customer support issues.

Prasoon