Louise Eastham, our Support Customer Liaison at Datel, walks us through exactly what happens after you log a support ticket. From how tickets are triaged and prioritised to what kind of response times you can expect. Louise offers a clear (and honest) explanation to help set expectations and build confidence in the support process. Whether you're a long-time customer or new to Datel, this blog is a helpful guide to understanding how we work behind the scenes to keep your business moving.
You’ve hit a snag with your system and you’ve logged a support ticket. Then what? Does it vanish into the void? Is someone working on it? When will you hear back?
These are questions I hear all the time from customers. So I wanted to take a moment to explain exactly what happens when you contact our support team. Knowing what to expect can make a real difference, especially when time is tight and you need reassurance and answers.
As soon as you log a support ticket, whether that’s by phone, email or the support portal - it enters our system and is assigned a unique reference number. You’ll receive a ticket acknowledgement, which is more than just a polite message. It confirms we’ve received your issue and gives you a record of what was logged.
Next, we’ll review the details you’ve given and assign an urgency level. This is really important. It helps us prioritise tickets fairly and get the right support to the right place at the right time.
Once we’ve looked at your ticket, it’s then picked up by the relevant team. The first step is always to understand the issue and recreate it on our side. From there, we either work towards a fix or - if it falls outside of your break-fix support we refer the problem to the right department.
If your ticket needs to be referred, it might go to our consultancy team, your Account Manager, or another part of the business who can take it from there. We’ll always tell you if that’s the case. And just because a ticket has been referred doesn’t mean we’ve stepped away, you’ll still have full visibility and we’ll stay in the loop to make sure things progress.
One of the most common questions we hear is “What happens once my ticket is logged?”
Once you've had a ticket acknowledgement, you can be confident that it’s logged and being worked on. We completely understand the urgency you feel, especially around month-end. But with over 47,000 tickets logged last year and a team hard at work, chasing too soon can actually slow us down.
That said, if you’re ever unsure or worried, reach out. We’re here to help and always happy to talk things through.
A primary or authorised member of your team would be the best person to log a support ticket with us. However, if the person logging the ticket isn’t a recognised primary or authorised contact, we’ll make sure your named contacts are looped in for security. That way, your business stays in control of the information shared.
We won’t close a ticket until you say it’s resolved. Once it is, you’ll receive a quick feedback form with just a few questions. It might seem small, but your feedback is gold dust. It helps us spot gaps, celebrate wins, and keep improving.
If there’s anything we could have done better, we want to hear it. And if someone went above and beyond, I’ll make sure they know. We’re a big team, but we care about every ticket and every customer.
If there’s something stopping your business from working, always pick up the phone. A call means we can get someone on the case immediately. And if it’s not urgent, the portal or an email might be more convenient.
However you contact us, we’ll do everything we can to get you sorted quickly and keep you updated. I hope this blog has enabled you to gain some valuable information on how our support processes work, and of course - if you have any questions please reach out to me or a member of the support team.