The Fax Guys

Your RightFax Support Experts

  • (952) 224-3340
  • Home
  • Request a Quote
  • Help Desk Login
  • About Us
    • Who We Are
    • Why Fax Automation?
    • Is RightFax the Correct Fax Server Software for Me?
    • Industry Solutions
      • Healthcare
      • Financial Services
      • Government, Schools and Public Organizations
      • Manufacturing and Supply Chain
      • Legal and Professional Services
    • Jobs – Are The Fax Guys Hiring?
  • Our Solutions
    • OpenText RightFax
      • OpenText RightFax 16.6
      • RightFax Express
    • Cloud Faxing
      • RightFax Connect
      • OpenText Cloud Faxing
    • RightFax Modules
      • Diem Mail to Fax
      • RightFax Management Pack for SCOM
      • Universal RightFax MFP Connector Module
    • Dashboards & BI
      • Intuitive Dashboards for RightFax
      • FaxPulse BI – RightFax Dashboards
    • Fax System Monitoring
      • FaxPing
      • Request a Free RightFax Health Check
    • SIP Trunking
      • SIP Trunking
      • Types of Telco Connections: SIP Trunks for RightFax
      • Dialogic® Brooktrout® Tested FoIP Interoperability
  • Resources & Support
    • Open a Helpdesk Ticket
    • RightFax Support
    • Redundancy & Disaster Recovery
    • RightFax Supported Versions
    • Integrations
      • RightFax and Epic
      • RightFax and Meditech
    • Downloads
      • RightFax User Guides
      • OpenText RightFax Software Maintenance Program Handbook
    • OpenText Knowledge Center
    • Dialogic Brooktrout Board Advanced Replacement Plans
  • RightFax University
    • About RFU
  • Blog
  • Contact Us

RightFax Support Tip: How to Classify Your Support Ticket

November 16, 2016 By Fax Girl Leave a Comment

rightfax supportWhether you are experiencing major production issues with your RightFax server, have a support question or just want to add an additional RightFax Administrator, our reliable support center is where you can turn to get your issue resolved as soon as possible.

Knowing how to properly set the priority will help our support team prioritize your ticket and get you a response as quickly as possible.
 
 

RightFax Support Ticket Priority Levels

When you submit a ticket to our RightFax support team, you will be asked to set a level of priority for the request. The four levels of priority are:

  • Urgent: this is the highest priority level. It is reserved for clients whose RightFax server has stopped completely. If you cannot send and/or receive faxes, assign this priority level to your ticket.
  • High: this is the second highest priority level. If your fax server is still functioning, but has limited capabilities or is frequently being disrupted, assign this priority level to your ticket.
  • Medium: this is the most common support level priority and will make up a majority of requests. If your fax server is continuously functioning, but you are experiencing minor errors or issues, assign this priority level to your ticket.
  • Low: this is the lowest level of priority that is reserved for general questions and how to’s. If your fax server is functioning properly and you just have a question, assign this priority level to your ticket.

*Please note: we take every support ticket seriously and will respond as quickly as possible! Although higher priority tickets will be addressed first, just because you assign a low priority level to your ticket does not mean you will be ignored. We didn’t become the #1 RightFax Support Provider in North America by ignoring our clients!

Learn More About RightFax Support

Do we support your organization’s RightFax server? If not, you can learn more about our RightFax support packages. We have support teams located in the United States who can help you during all business hours in YOUR time zone.

If you upgrade to one of our higher-tier packages, you will benefit from daily FaxPings, two remote RightFax Health Check/Server Audits and even 24x7x365 support!

Filed Under: Ask The Fax Guys, RightFax

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

4 + 11 =

This site uses Akismet to reduce spam. Learn how your comment data is processed.

How Can We Help?
Call Us
Want to chat with our team?
We’re here to help.
Give us a call!

952-224-3340
Request A Quote
We’ll custom-tailor a solution to your exact needs with a rapid turnaround!
Free Online Learning
RightFax University is our FREE Online Learning Classroom.

300+ Videos | Webinars & Product Guides | Always 100% Free
Key Resources
Integrating RightFax With MS Office 365
How To Send A Fax From Outlook
Creating A RightFax Coversheet
RightFax Fax Over IP & SIP Trunking
RightFax API Documentation
RightFax Support
Stay Up To Date
Sign up to receive product updates and the latest RightFax news & notes.

© 2023 · The Fax Guys, a division of Dynamic Solutions Group · All rights reserved

Privacy Policy · Cookie Policy · Site Map

»
«
This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish.Accept Read More
Privacy & Cookies Policy
Necessary Always Enabled