Introduction

Welcome to our new and improved support system! At Clocking Systems, we're dedicated to enhancing your experience with our products and services. Our upgraded support system is designed to provide you with faster, more efficient assistance when you need it most. Whether you're a new customer or have used our previous system, this document will guide you through everything you need to know about our enhanced support platform.

TABLE OF CONTENTS

• Introduction
• Logging a Ticket
  • Including Software Information in Email Subject
  • Providing Detailed Information
• Accessing Our Knowledge Base
• Using TeamViewer for Remote Support
• Tips for Efficient Support
• Telephone Support: Balancing Efficiency and Assistance
• Giving Us Feedback: Your Input Matters
• Training and Installation
• Conclusion

Logging a Ticket

To receive prompt and efficient support, you can log a ticket with us by sending an email to [email protected] or by visiting our support portal at https://support.clockingsystems.co.uk. if you are a customer that used our previous ticket system you will need to reset your password when logging into this system by clicking the Forgot Password option.

Including Software Information in Email Subject

If you're logging a ticket via email, please include the software product you're using in the email subject. This will help us route your request to the appropriate support team members and expedite the resolution process.

Providing Detailed Information

When logging a ticket, please provide as much detailed information as possible to help us diagnose and resolve your issue quickly. Include any relevant screenshots, error messages, or steps to reproduce the problem.

Accessing Our Knowledge Base

As part of our ongoing commitment to improving your customer experience, we're actively working on building a comprehensive knowledge base. Although it's still in the early stages of development, our knowledge base aims to provide you with up-to-date information and solutions for common issues. We're continuously adding new articles, guides, and troubleshooting tips to help you get the most out of our products.

While we work on expanding our knowledge base, we encourage you to visit it regularly to find answers to frequently asked questions or solutions to known problems. As it grows, our knowledge base will become an invaluable resource for self-help and quick issue resolution.

Please keep in mind that if you can't find the information you need in the knowledge base, our dedicated support team is always available to assist you. Don't hesitate to log a ticket or reach out for help if you require further support.

Using TeamViewer for Remote Support

In some cases, our support team may need to remotely access your computer to diagnose and resolve issues. We use TeamViewer, a secure and widely-used remote access tool. If requested, please download TeamViewer using the link provided by our support team and follow their instructions.

Tips for Efficient Support

To help our support team provide you with the best assistance, please follow these tips:

• Be as detailed as possible when describing your issue.
• Include relevant screenshots or error messages.
• Use the appropriate contact method (email or support portal) for logging a ticket.
• Keep TeamViewer open while our support staff work on your request.
• Include what terminal and software you are having issues with.
• Regularly check your email for updates.

Telephone Support: Balancing Efficiency and Assistance

While we're happy to provide telephone support when necessary, it may not always be the most efficient method for resolving your issue. Handling tickets via email or our support portal allows our support staff to multitask, respond more quickly, and easily collaborate with other departments when needed.

Moreover, communication via email or the support portal enables us to maintain a clear record of all interactions, making it easier to review and address any concerns or issues that may arise. This approach also streamlines the process when connecting through TeamViewer for remote support.

We encourage you to consider using email or our support portal for more efficient assistance and improved communication tracking. Rest assured, we're committed to providing the highest level of customer service through any communication method you choose.

Giving Us Feedback: Your Input Matters

Your feedback is crucial to helping us improve our support services and overall customer experience. We value your opinions and insights, as they help us understand what we're doing well and where we need to make adjustments.

In every email notification we send, you'll find a link at the bottom of the email for submitting feedback and any comments you may have. This streamlined feedback process allows us to promptly address your thoughts and concerns.

When you submit feedback, managers receive notifications and can take appropriate action. If your feedback is positive, we'll recognize and reward the employee for their excellent service, ensuring that we continue to deliver the high-quality support you expect. If your feedback highlights areas for improvement, our managers will carefully review the situation and implement necessary changes to enhance your experience.

We encourage you to share your feedback with us, as it plays a vital role in our ongoing commitment to providing exceptional customer service and support.

Training and Installation

In addition to our standard support services, we offer specialized training and installation sessions to help you get the most out of our software. These sessions can be conducted either on-site or remotely, depending on your preferences and location.

Under your support contract, our team can assist you with software usage and installation-related issues. However, if you're seeking comprehensive training that covers all aspects of our software rather than addressing specific issues, we recommend purchasing a dedicated training session. This ensures you receive personalized, in-depth instruction tailored to your needs.

To book an installation and training session, please call us at 0113 258 7856. Keep in mind that on-site training and installation sessions are more expensive than remote sessions, and prices may vary depending on your location within the UK. Our team will work with you to find the best solution to meet your requirements and budget.

Conclusion

We're committed to continuously improving our support system and will be adding more documentation for our software going forward. If you have any questions or concerns, please don't hesitate to contact us. We're here to help you get the support you need!

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