Production Support Team — EDI Customer Support

The Production Support Team, was introduced to enhance our existing EDI support ticket system and to improve resolution times. Since implementation, responses to tickets are down to an average of 2-hours and 46-minutes. Before the Production Support Team, it would have taken much longer to get a response! As the system improves, we hope to see this under an hour.

The Production Support Team has been a proven solution to improve support ticket response time and allow greater transparency for clients to track the progress of their support tickets.  Since it’s creation the Production Support Time has helped clients successfully resolve any problems they might have quickly and efficiently.  Additionally, always feel free to reach out to your support engineer and they will be there to help resolve your issue as they always have.

If you’d prefer to print out the guide or save it for later a PDF is available for download:

Download the Production Support Team Client Guide PDF

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How to Enter a Support Ticket:

For a step-by-step guide to submitting a support ticket to the Production Support Team please view the Production Support Team Client Guide below or watch our video.

Production Support Team — Client Guide

Step 1

Step one in initiating a production request is to log into your Client Portal.

Step 2

Once in the Client Portal, the icon for the Production Support Team will be present on your dashboard. Clicking this icon will bring you to the new support page where you can open and closed tickets.

Step 3

It is important that clients keep an eye out for support requests that require feedback. You will be notified by email when a task’s status changes or when feedback is required. You will also be notified about tasks that require feedback in the Production Support Team’s support dashboard.

Step 4

To create a new Production Support request, click “create new ticket”. A new window will pop up asking for support ticket details. Please type a detailed description of your support request, including any document types affected and the specific document numbers if available.

  • Choose the trading partner from the drop down that this request is linked to.
  • Choose your preferred contact email or type in a new email address. If this field is left blank, all the contacts on your account will be emailed.
  • Finally, upload any related files and click “submit.”

Step 5

Once submitted, you will be able to see the details of the support request and enter any additional notes that you may have forgotten.

Step 6

Back on the Production Support dashboard, you will see that the new support request is “Queued”. Again, you will be notified by email when any updates are available or when feedback is needed.