Systems of support
Last updated
Last updated
At Power Embedded, we are always looking for ways to improve our customers' experience and optimize communication between them and our support and development team.
We know that agility in service and efficiency in problem-solving are fundamental to the success of any business.
With this in mind, we are launching a new tool to further facilitate interaction with our support: the ticketing system.
Currently, all Power Embedded customers have dedicated groups on Microsoft Teams or WhatsApp, facilitating direct communication with our team.
In these channels, our customers can send support requests, propose improvements, and share new ideas for the system.
These groups have been essential for maintaining a close and agile dialogue, and we have over 180 active groups serving the demands of all our customers.
With the increase in interaction volume and requests, we realized the need to create a more organized and efficient way to handle improvement suggestions, error reports, and new feature requests.
This led to the idea of implementing a ticketing system directly in Power Embedded.
Now, in addition to the Teams and WhatsApp groups, users can access the ticketing system via the link: .
The process is simple and intuitive. To open a ticket, the user only needs to:
Enter a title for the request;
Insert a detailed description of the problem, suggestion, or improvement request.
The system features a Rich-Text text editor, which means you can add formatting, as well as include screenshots and images directly in the request.
This greatly facilitates explaining problems or visualizing ideas, making the support process more agile and effective.
Another interesting feature of this ticketing system is the ability to interact directly with the software engineer working on your request.
To do this, simply click on the Actions > Details button to open the ticket comments screen.
On this screen, you can add comments to the tickets and view comments sent by the software engineer working on your request.
The Teams and WhatsApp groups will continue to be active for daily and quick communication. However, we strongly encourage our customers to use the new ticketing system, as it offers several advantages, such as:
Organization: Requests are recorded and grouped, which facilitates prioritization and resolution.
Clear Priorities: With the system, we can better organize demands and give greater attention to defined priorities.
Complete Documentation: Requests with detailed descriptions, images, and formatting help our team better understand the context and accelerate solutions
We are very excited about the launch of this new feature and trust that it will further improve the experience of all our customers. We count on everyone's collaboration to use the ticketing system and continue sending suggestions and ideas, which are essential for the success and continuous evolution of Power Embedded.
We remind you that exchanging ideas, suggesting new features, and proposing improvements are always welcome, and we make it a point to listen to all opinions. After all, you are an essential part of Power Embedded's success and growth!
Let's continue improving Power Embedded together and make it more efficient and aligned with each customer's needs!
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