We are introducing a brand-new TTS (Trouble Ticketing System) to manage more efficiently and quicker your requests.
The old system based on emails to techsupport[at]videotec.com is going to be dismissed really soon, migrating all pending requests to tickets.
You will be also able to help yourself browsing the Knowledge Base (work in progress on it...), or asking the Community for suggestion, Tips and Tricks.
When you face an issue, please use the KB an the FAQ to find out the answer before alerting the Support Dept.
If you want anyhow to get in touch with Videotec Technical Support you can open a Request Ticket. How to do that? It's really straightforward:
- use the Submit a Request page from the web interface, filling all the required field and the description about your query; the more information you provide, the quicker we can sort the matter out, avoiding ping-ponging emails to ask for additional information (e.g. the exact Product Code or the Serial Number).
Be prepared before opening a request!
- drop us an email to support[at]videotec.com: your message will open automatically a Request Ticket with an assigned ID; you will be notified as soon as a Tech Support Agent will work on it, and you will receive by email all the updates about your ticket.
Even if registration is not strictly necessary, you are kindly invited to sign-up at your very first request.
Logging in the system will allow you to check out how your queries are being processed, to look at your request history (or even at your Company's request history), as well as to be part of the Community posting public questions, adding comments to the articles, and answering to other users' requests.
Starting from June 19th 2015, Customers who drop emails to techsupport[at]videotec.com receive an automatic notification.
We invite them to get in touch with us using this new channel: the old email system is going to be dismissed soon indeed.
Meanwhile, during the migration phase, we will keep an eye on emails as usual, but tickets are going to receive a higher-priority management.
Therefore, if you want your query to be answered asap, please open a ticket following the instructions given in this article.
Enjoy our new web portal!
Email-based system finally dismissed!
It is now necessary to open a Ticket to get support from us; we will no more take care of the messages arrived to techsupport[at]videotec.com.
Therefore... do the right thing!