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Introducing Our New Support Ticket System
Introducing Our New Support Ticket System

How to use tickets when requiring customer support

Hannah Winthrop avatar
Written by Hannah Winthrop
Updated this week

We’re excited to share that as of 1st October, we’re trialling a new Support Ticket System to improve how we handle your requests and ensure that your needs are met as efficiently as possible. This system will help us route your inquiry to the right team member, making sure you get the best possible assistance in a timely manner.

Don't worry, you can still access your previous chats via the "messages" tab and chat with our team via the tickets that you create also.

Why Are We Introducing Support Tickets?

Our goal is to streamline the way we handle support requests so that every user can receive a clear, efficient and valuable level of customer service. By using support tickets, we can better organise inquiries and direct them to the right person, ensuring that your issue is reviewed and resolved by someone with the right expertise and it also means that more urgent, system issues can be picked up and addressed quickly as a priority so that you're not left stuck when trying to complete your work.

How Does It Work?

When you have a question or issue, simply submit a ticket via the "Start a Support Chat" button you have used previously. On the home screen you will note that you are able to create four different ticket types and the nature of your request should determine which ticket type you select. Here’s a breakdown of each type of ticket and when to use it:

  1. Report a System Issue
    Use this option if you encounter a technical problem, such as an error message, a feature not working as expected, or other system-related issues. Our technical team will review and resolve the issue.

  2. Get Help with a Feature
    Choose this when you need guidance on how to use a particular feature on our platform. Whether you're new to a feature, not sure how to access it or need extra clarification, our support team will provide the necessary instructions.

  3. Request a Password or Authentication Reset
    Locked out of your account or forgotten your password? Select this ticket, and we’ll help you reset it securely.

  4. Share Feedback
    Have suggestions on how we can improve? Or maybe you’ve had a great experience and want to let us know! This option lets you share feedback directly with us.

How to Submit a Ticket

  1. Log in to your account.

  2. Navigate to the ? icon in the top right of your screen & select "start a support chat"

  3. Choose the ticket type that best matches your request and click to create it

  4. Fill out the required details and submit your ticket.

Once submitted, you'll receive a confirmation email, and our team will begin working on your request. You will be able to see the status of your ticket as it progresses, and will hear from our support team with further clarification questions, further support etc.

Ticket Status

You'll notice that tickets have varying statuses. What each of these mean is explained below:

  1. Submitted - your ticket has been submitted and is in the queue to be picked up

  2. In Progress - your ticket has been assigned to a team member and is under review

  3. Submitted to Product - your ticket has been submitted to our product team for further review or fix

  4. Waiting on customer - your ticket is waiting on further information from yourself to continue our investigation

  5. Resolved - your ticket is resolved

Why This Matters

We believe that introducing a structured support system will help us resolve the most impactful issues faster and ensure that you get the right kind of help when you need it. By directing your request to the most appropriate person or team, we can improve overall user experience and satisfaction.

Questions or Concerns?

If you have any questions about the new support ticket system or need help using it, feel free to reach out to myself at hannah@land.tech or the team at support@land.tech. We're always here to help and are eager to make this transition as smooth as possible.

Thank you for your cooperation, and we look forward to better serving you with this new process!

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