We are writing to share some exciting developments aimed at enhancing our channel support process and overall partnership experience. In our continuous effort to improve service delivery and efficiency, we have been working diligently on a new initiative. We understand that our recent response times have not been as swift as usual. This was a necessary adjustment period as we dedicated our resources to developing a more effective process and system for managing partner support tickets and inquiries.
We are thrilled to announce the launch of our new ticketing system, set to go live on February 13th. This innovative platform will streamline how we handle customer care and order-related issues, prioritizing and addressing your requests more efficiently.
Key Benefits of the New Ticketing System:
- Structured Submissions: All requests will now be submitted through a structured web form, making it easier for us to track and resolve issues promptly.
- Improved Prioritization: The system will allow us to better prioritize partner requests, ensuring critical issues are addressed with the urgency they deserve.
- Enhanced Service Delivery: With this new process, our goal is to significantly improve our service delivery, providing you with the support you need to succeed.
To submit a request, please use the following link: https://customercare.gfi.com/hc/en-us/requests/new
Important Update on Email Requests:
To standardize our process and fully leverage the capabilities of our new system, we will no longer be accepting requests through the following email addresses:
- sales@gfi.com
- customers@gfi.com
- orders@gfi.com
- kerioorders@gfi.com
- exindaorders@gfi.com
These email accounts will not be monitored moving forward. We kindly ask that all future requests be directed through the new web form link provided above.
Thank you for your understanding, cooperation, and continued partnership. We look forward to serving you better with our new ticketing system.
Warm Regards
GFI Software Team