As part of our ongoing efforts to improve the customer experience, we recently announced some positive changes to the way that you access support, with a new dedicated portal, Ento Help.
Ento Help, will allow not only streamline and strengthen the support process for Ento customers, but provide you and your organisation’s administrators and managers with a systematic and user-friendly way to log support requests and work through any technical issues.
How will Ento Help work?
Featuring a fast, and easy-to-use ticketing system, cases are allocated a reference number and assigned to one of our workforce management experts who will help to resolve your issue as quickly as possible. After submitting your request, you can keep up-to-date with your ticket progress and status with transparent SLAs depending on the ticket topic and severity. We’ve also expanded our locally-based support team so we can enhance the level of service and better meet your customer support requirements.
With our artificial intelligence (AI)-powered Answering Assistant, suggested support articles on a related topic may appear as you start to type your support ticket summary, which may fast-track you to a resolution without the need to lodge a ticket, so you can get straight back to business.
Setting up access to Ento Help
In preparation for Ento Help going live, customers were asked to set up their company administrator accounts by submitting a data spreadsheet containing their key administrators who will access Ento Help on behalf of the organisation. If you are the key customer contact and still require assistance setting up your administrators, please get in touch with us at email@example.com.
For more Information, please reach out to your Ento Account Manager.