Supporting our Support - Radiant

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Supporting our Support

Posted by Andrew VanderPloeg

Today, we want to announce something that we’re pretty excited about here. It’s a new ticketing system for our AdvancedMinistry support services.

Over the past few years, we’ve been using a service called Sprout It for support tickets which, although it is a great program and served us well, also presented some challenges.

The biggest concern was that we frequently had instances where we would respond to a support request by email within a few hours and then four days later hear from an understandably frustrated customer saying that they had never heard back from us. And while we’ve been able to retrieve the email we attempted to send and resend it as proof that we did in fact respond, at the end of the day, our customers were still left without an answer and that’s something we of course want to curb if possible.

Enter the new AM ticketing system which we have developed with a goal to minimize and hopefully eliminate the times that our customers don’t get their email support responses.

That said, email is still a flakey thing and we are only in control of what happens as the email is sent from our servers. From there, there are a number of other things that can go wrong (blacklists, spam filters, etc...). So, in addition to continuing to send out email responses, since we developed this system ourselves, we were able to integrate it into the AM database and as a result, all your support threads will now be recorded and available to you in your AM admin panel. So even if the email gets lost in cyberspace, you’ll always be able to check our response in your admin.

We are constantly striving to improve our services and we really hope that this new tool will make an important impact on our ability to serve you and your ability to use the system effectively for the important work that you have to do.

Stay tuned, we’ve got more exciting announcements to come in the next little while!