Originally Posted by CSR_Joker

Greetings Outspark community and Happy Holidays!

As we continue to improve our service and support, I would like to present you with our latest addition to the Outspark portal: The new Support Knowledge base and contact center. We launched this system a few days ago marking a new chapter in our support tool upgrade.

How is this affecting you? In many positive ways:

- This system will allow you to find answers related to your inquiry more efficiently 24/7. We will be adding more answers as we go based on your feedback.

- You will be able to submit a ticket and track it (see the progress and status), you can also update it if you forgot to add all the information, it will also be tied to your profile so you can review your past questions if needed.

- You can subscribe to answers that matter to you. When we update the answers, the system will email you and let you know.

- You can attach images to your tickets (up to 6 MB currently), no need to go host it on a 3rd party image hosting system.

- You will be able to submit feedback on the answers and let us know how to improve them (currently off but will be back soon)

There are more features in the works of course. We will discuss them in the future. Now let's address the main topic: how to contact our support staff ?

Please DO NOT SEND EMAIL DIRECTLY. The email will defeat the purpose of this system and will bypass all these features... Instead go to outspark.com and login to your account then click on the HELP link at the upper right corner of the screen. You will be taken to the new Support System. Now click on CONTACT A CSR and you're ready to start the ticket submission.

I just mentioned that sending email will bypass the system, well not entirely: If you never visited the knowledge base and you send email, the system will auto-reply and ask you to login and submit a ticket. If you already visited at least once since 12/22 then your email will go through but you will miss out on an opportunity that your answer may be already in the knowledge base and you'll have to wait until we reply to you.

I was going to post some screenshots but I will save those to show the final look as we have not yet finished adding the designed pages (those are coming soon hopefully by next month).

If you have any questions or comments, make sure you are logged in to your account, then CONTACT A CSR and enjoy the new system!

Outspark Customer Support
Wishing you Happy Holidays!
CSR Joker, CSR Hal and CSR Logan