BLOGS

ETHERFAX Updating Ticketing Systems

Over the next few weeks, ETHERFAX will be migrating ticketing systems. Initially, ETHERFAX Support will be the first to migrate and the ETHERFAX LNP team will follow. The new support ticketing system will improve response times and increase organization when interacting with the ETHERFAX customer service teams.

Phase 1 – Completion Date: October 1st, 2018.

The following changes can be expected:

  • New ticketing form located on etherfax.net/support. You can submit a request here or via email (support@etherfax.net).
  • Disabling of the existing “Self-Service Portal”. A new portal will be made available towards the end of the transition.
  • Ticket numbers will be updated and begin in a new range.
New Support Form Layout
Figure 1 – New Support Form Layout

 

There will be no changes to the following:

  • New tickets can still be opened via email by sending an email to support@etherfax.net
  • Responses to tickets will still come from support@etherfax.net
  • Communication with the LNP team will not change from this update.

Future completion dates for the later phases will be communicated once they are confirmed.

Ryan Collins

As Director of Support and Tech Ops at ETHERFAX, Ryan Collins plays a crucial role in managing the company’s day-to-day technical operations and oversees the entire infrastructure. His responsibilities include overseeing the support team, telecom operations, network, and data center operations. Additionally, he is integral to the technical onboarding of new partners and ISVs. His expertise extends to security and audit operations, where he holds a CISSP certification from ISC2, underscoring and helping to define and implement ETHERFAX’s commitment to robust security standards. With over over 10 years at ETHERFAX, Ryan previously served as a Product Specialist at GFI Software, collaborating with engineering and product management teams to resolve critical product issues and enhance future releases. He is an alumnus of the College of Engineering at North Carolina State University.

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