I have just sent an e-mail to your team and received a reply with a ticket number what does this mean?
This acknowledges that we have received your request and will be replying as soon as possible. Education systems are using Zoho desk to help us provide support for professionals, families, children and young people. The ticket number helps us track your request and ensure we deliver the best possible customer service.
I am ticket 1726, does this mean there are 1725 people ahead of me?
No, your ticket number is a unique reference for your enquiry and isn’t an indication of how many tickets are ahead of you. Your enquiry will be dealt with as soon as possible.
I sent one e-mail but received multiple ticket numbers, why?
If your e-mail contained lots of different enquiries we may have split this into separate tickets to allow us to answer them separately and more efficiently.
I haven’t had a reply but have been waiting for some time, what can I do?
You can call us on 01392 380434 (option 2) between 10-12 and 2-4 on work days. If you quote your ticket number we will be able to see the current status of your enquiry.
Can I e-mail the person who is assigned to my query directly?
Please send all of your enquiries to the main mailbox rather than an individual. This means that if someone is on leave or out of the office another member of staff maybe able to help you.
The answer I received doesn’t solve the problem?
No problem, just e-mail or phone us and we will re-open the ticket and try to find another solution.
When can I expect a reply?
Our working hours are 9:00-5:00 Monday -Thursday and 9:00-4:30 on a Friday. If your request is urgent please call our helpline on 01392 380434 (option 2). We aim to resolve all enquires as soon as possible.