We have updated our ticket submission process. Utilizing the Aspenware Ticket Portal will help resorts submit, track and stay up to date with all the tickets in the queueAspenware offers the best customer service in the industry. We pride ourselves on partnering with our resort clients to address challenges and issues promptly and professionally. Our ticketing system allows us to manage support issues and address resort needs quickly. Once a resort is live on an Aspenware product, the main mode of communication should be through the Aspenware Ticket Portal. This includes submitting site issues, questions, or updates (e.g., scheduled downtime for the resort’s POS). This system is monitored by the entire Aspenware Service Team, and will allow for the most efficient responses.
How to Submit a Ticket
If you experience an issue with your Aspenware store or service, you must report it to the Aspenware Ticket Portal for assistance. Before creating a ticket, please attempt to reproduce the issue, taking notes on the exact steps you took to reproduce, capturing screenshots, and detailing the scenario that produced the issue. After you have gathered the information, you will need to create a ticket.
To submit a ticket navigate to the Aspenware Ticket Portal.
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From the Aspenware Ticket Portal submit a new ticket, request an upgrade, review and track all tickets in the queue, and stay up to date with any correspondence from an Aspenware Service agent.
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To submit a new ticket:
Visit the Aspenware Ticket Portal
Navigate to Submit a Ticket
Determine the ticket submission that best describes the issue at hand
Complete ticket fields with as much detail described as possible.
Submit
Report an Issue | Use for almost all issue |
Report Failed Order | Use to report a failed order |
Upgrade Request | Use to schedule an upgrade |
Scaling Request | Use to schedule a scaling increase |
Enhancement Request | Have an idea or want to see a new feature? Let us know with a feature request. |
Infrastructure Issue | Use to report a system or store outage, Azure issue or other infrastructure related issues. |
Theme Change Request | Use to update the store theme or design. |
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If the ticket is not urgent and sent during standard business hours (Monday - Friday 9 - 5pm MST), someone from our Aspenware Service Team should get back to you to assist and determine next steps.
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Urgent IssuesIf you are experiencing a significant, urgent issue that meets the Level 1 Criteria, such as your site being down, create a support ticket using the following steps. We have agents on call, monitoring the queue for urgent issues seven days per week from 8:00am-8:00pm MST. When submitting the ticket note URGENT in the subject line to trigger the Urgent Response Process. Aspenware has sole discretion to determine the priority of submitted issues and will de-escalate any ticket marked Urgent that is not a Level 1. |
How to Review Your Ticket Queue
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