In order to provide a faster turnaround on support issues, RFBS have invested in the Zendesk support system. This is a software package which allows us to more effectively track customer issues and distribute work internally. When we go live with this system on January 1, 2013, we will be channelling all support requests through here. Using a support portal means all issues are tracked and responses to enquiries can be saved and published as knowledge base articles for everyone to benefit from. It also ensures that you can receive help as quickly as possible because support requests aren't assigned to staff who are on leave, or out of the office.
Instead of emailing directly to one person, you can now send enquiries to: firstname.lastname@example.org and a ticket will be created automatically. This ensures that you will be kept up-to-date (via email) on the progress of the ticket as it is worked on.
If you have any questions, please don't hesitate to call us on 1300 136 419, or better yet - try out the system by creating a ticket!