At Signagelive, we focus on making things simple for you. When you contact our Support Team, we consider it the start of a conversation. Most of the time, your questions will be answered during that conversation.
However, sometimes our Support Team may need to convert your conversation into a Support Ticket. This allows us to track more complex issues, ensure nothing is overlooked, and involve the appropriate personnel to resolve your problem efficiently.
Important Note:
The "Tickets" feature/tab in the Platform Messenger is only visible to customers with active or resolved tickets with the Signagelive Support Team. You won't see this particular tab if you don't have any tickets.
Here's how to view your Support Tickets:
Load up the Platform Messenger: You'll usually find the Messenger icon (it looks like a speech bubble) in the bottom right-hand corner of your browser window on any of the platforms mentioned above. Click on it!
Once the Messenger window pops up, you'll see a few tabs. Look for and click on the "Tickets" tab.
That's it! In this "Tickets" section, you'll see a list of all the Support Tickets you've created or are part of. Each ticket will show its current status and any recent updates.
Pro-Tip: This "Tickets" area is also helpful because you can add more comments directly to your tickets. If you have new information or want to reply to an update, just type your message into the relevant ticket, and it will be added to the conversation for our team to see.
We hope this helps you stay on top of your support requests with Signagelive!
When does a conversation become a Ticket?
Our Support Team will typically create a Ticket for your issue when:
We must replicate the error you're experiencing with your Media Player or the Signagelive User Interface. For example, if we need to set up something specific to test your issue, it will become a Ticket.
Your issue requires input from another Signagelive team that isn't immediately available to join the conversation.
The problem must be escalated to, or requires input from, a Hardware Vendor Support Team (such as Samsung, BrightSign, etc.).
Your query relates to a known upcoming feature or improvement that isn't available yet.
You're providing feedback about a feature request, an improvement, suggestions, or even complaints about the Signagelive service.
There's a query related to a Signagelive service outage.
Don't worry, you don't need to do anything special to get a ticket created – our team handles that behind the scenes!