#Zen desk phone number update#

Any loss of data seriously affecting reservations, invoices, or profiles.

protel Front Office, Banquetting/MICE, or another key protel system is fully non-operational.

Priority 1 – Critical impact: System down or non-operational, data loss In the event that the case cannot be resolved during the first call, this priority level helps determine the appropriate response from our support team, e.

Providing this level of detail from the outset can considerably reduce the amount of time we need to resolve your issue.Īll service requests opened by our customers are assigned a priority level by the support agent after the initial triage.

Where you are referring to an existing or previous case, it would be very beneficial if you could provide the associated ticket numbers for reference.Log files or screenshot s, where available.Can the problem be reproduced, and if so how? Step by step details would be great!.What are the operational and business implications?.What is the problem that you are experiencing?.Preliminary assessment of the scope and severity of the problem.Hotel name and customer contact details (also, when you are best available and perhaps an alternate or mobile phone number).We recommend that you provide us with at least the following information: When opening a ticket, it’s important that you accurately report your problem. Where the problem is reproducible, please check if any changes have been recently made to your IT environment or operating system.Review all relevant documentation, knowledge base articles, or the online product help.Often, the solution lies in the process, not the software. Check obvious items like cables, login information etc.Attempt to reproduce the problem to ensure that this wasn’t a once-off issue.Tip: Before opening a support ticket, you should first check that you do not have a problem with your internet connection, network, power- source, third party softwar e, or interfaces! You would not believe how often these simple issues are the root cause of many of the problems that get reported to us. To contact us by phone, you can find the appropriate phone number on the interactive map above. Please note that email requests are only handled, Monday to Friday, from 8 am to 6 pm CET. We respond to all support queries as quickly as possible. When responding, please do not make any changes to the subject line. Any replies to this email will be automatically posted into the ticket for you. You will immediately receive a response with the corresponding ticket number.

Sending an email to automatically generates a new ticket. To obtain a login for the system, please speak to your support or account representative OR send an email to.

#Zen desk phone number update#

When logged into our protel Customer Service Desk, you have the opportunity to open a new ticket, review the status of your ticket(s), and update or close a ticket. Priority 1 cases should always be opened by telephone. In order to efficiently resolve your problem, it is important that there be clear and effective communication between you and our support representative.įor the most efficient use of our services, we recommend that you open priority 2-4 tickets via the protel Customer Service Desk or via email. To report an issue, you can contact us via our protel Customer Service Desk, by email, or by phone.