Here at LighthouseIT we use a Zendesk powered Helpdesk, allowing ourselves and our clients to communicate in both reliable and responsive manner while maintaining confidentiality between us and our clients, whenever a problem or question arises. All tickets raised are instantly notified to our Team though our secure email system, allowing quick acknowledgement of any problems or support a client needs.
You can view your Helpdesk tickets on your IPhone, Android or Blackberry Smart Phone, via the Zendesk App. Download the ZenDesk app from your manufacturers App Store.
Enquiring Support Q&A
Q: When can I expect a response to my email?
A: Response times are generally within 24 hours depending on the Service Agreement between you and us.
Q: Do I need to email Helpdesk toÂ receiveÂ support?
A: No, you can call us and we will log the ticket for you.
Q: Do you offer as and when support?
A: Yes, this is classed as Pay as you Go where you only pay for the support when you need it.
Using Helpdesk Q&A
Q: How long do my Tickets take to appear?
A: Tickets are instant and will beÂ notified instantly by Email when a ticket is opened.
Q: Can I view my ticket progress in Helpdesk?
A: Yes, any responses between you and ourselves can be seen in a ticket including date, time and who is dealing with the ticket.
Q: Do you need to be a pre-paid member to use Helpdesk?
A: No, pay as you go members can use Helpdesk, however may have longer waiting times depending on how many Tickets are open.