Digife ticket service
The customer care service (customer assistance) can be defined as the set of actions that a company carries out to facilitate its customers before, during and after the purchase of its services or products and paying attention to the needs of its customers is an orientation strategy that, in an increasingly competitive market, more and more companies choose to adopt.
To provide excellent assistance, we have a customer service that ensures the categorization of the request based on the customer, severity of the report, product, etc., which guarantees the quality of the support.
The management of the report is carried out by us through the Web Ticketing application.
What is a “support ticket” and how to open it?
A support ticket is a request for technical support from our Customer Service.
It must be submitted through the appropriate "assistance" tool on our site https://www.digife.it/invia-ticket/
The ticket can be presented without time limitations, but will be examined by our technicians during office hours (Monday to Friday, from 9:00 to 18:00) and resolved in a maximum of 5 working days.
The replies to the ticket and its closure will be notified to the customer by email, at the reference address indicated in the registry.
Tips for opening a ticket:
• provide all the information necessary to identify and circumscribe the problem. Describe in detail the problem, the circumstances in which it occurs, accurately report any error messages
• avoid opening multiple tickets for the same incident. One of the (many) advantages of the ticket is that all the information relating to a certain incident is concentrated within the same ticket;
• avoid addressing different topics in the same ticket. Each ticket identifies a single "incident", and can be handled by different staff depending on the type of problem.
Advantages of the ticket system
• of each ticket, a "historical trace" remains, useful in case the same problem arises in the future
• each ticket contains all the information relating to the same problem
• greater safety. A request by email or by telephone does not give any guarantee of the identity of the person making this request and even less of his authority and ability to make it.
