I submitted a help ticket now what?
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Ensure you follow the email verification process that Zendesk sends out or your ticket will not get to us.
- This email is NOT a scam.
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This email will come to you immediately from support@pli-support.zendesk.com and will look like the below email.
- Once you have submitted a help ticket AND verified your email, you will wait for a team member to reach out to you.
- You will need to check your email once you have submitted a help ticket because that is how a team member will contact you. Please keep in mind you may not hear back instantly, it may take a little time for the Team to do some investigative work.
- Please do not submit a new help ticket unless you have another question that does not relate to your previous ticket.
How will I know when my question is answered?
- Once a team member has replied to your help ticket, you will get an email. You will reply to this email to further the conversation to get the help you need.
- This email will either let you know if the team needs more information, if your question is answered, or if the issue you're experiencing has been solved.
Helpful tips when submitting a help ticket
- When submitting a help ticket it is extremely helpful to send in screenshots or a screen recording of the issue you are having. This helps the team member better understand what might be going on.
- If you have more information after you have submitted your ticket please do not submit a new help ticket. You can reply to your email thread for the current help ticket so that all the information remains in one place.
My help ticket was solved... HOORAY... Now what?
- Thanks for your recent help ticket submission. We want to provide the best experience possible! To help us, please take a moment to leave your feedback about the service our agent provided to you. In addition to rating good or bad, please consider leaving a few comments about the professionalism, efficiency, and kindness our agent demonstrated.
- We understand that not all technical issues will have a desirable outcome so we ask that your feedback be based on the service and effort provided. Your feedback is greatly appreciated and will help us continue to grow to deliver the best experience we can.
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