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For all of our customers, Message Systems software represents a critical piece of their messaging infrastructure. So obviously, when operational issues arise, a quick resolution is very important. Furthermore, having a way to quickly manage who is involved in the case, and to view the current status of the case has frequently been requested. Other suggestions that have come up frequently are for self-service support options, for a knowledge base to help with troubleshooting problems, implementation how-tos, etc.
We are pleased to announce that we have incorporated your feedback through the launch of our new customer service portal. With this resource, you can now:
- Create new support cases
- Check on the status of existing cases, and update those with additional information
- Have visibility into all open cases for your organization
In addition to this, we now also have an active knowledge base. Currently it only features commonly requested content such as how-to guides, but as time goes on we’ll be adding more and more documents to provide self serve help, including addressing common implementation questions and documentation of known issues and their workarounds (if any).
To use this portal, please register at https://help.messagesystems.com/. After this step is complete, you will receive an email confirming your registration. While you’re there, please take a moment to review the profile information we have for you and ensure it is accurate. Some of you may already have accounts from our migration to Salesforce – if you get an error to this effect, you should be able to use the “forgot password” option to gain access to your account.
If you have feedback about the portal, or any problems accessing it, please don’t hesitate to open a ticket. This is a new effort, and there will obviously be a rocky period of growth and adjustment before things smooth out. Your feedback will help us ensure that those changes make it more helpful for everyone.
Director of Technical OperationsSparkPost © 2018 All Rights Reserved