Welcome to the support ticket system for customers of TheName.co.uk. This system replaces our old email based system. We used a system called RT (Request Tracker) which was an email based tracking system. The problem was that spammers got hold of the addresses we used for this system. We had not implemented aggressive anti-spam on the server that handles this email for fear of losing a genuine support request. Our customer services team now has to spend a significant period of time each day deleting spam emails from the system.
Other drawbacks were that customers couldn't view the entire 'thread' of query and response in one place, and we sometimes had different people replying to queries but our responses only went to the original sender.
To handle billing, customer service and technical support requests we have implemented a web based system that only customers can access. Only customers with a login to the new portal are able to raise or respond to requests (sometimes called 'tickets'). This ensures spammers cannot access our customer services.
We hope the new system will improve our ability to respond to you quickly and efficiently.