Aspenware 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.
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From the Aspenware Ticket Portal submit a new ticket, review and track all tickets in the queue, and stay up to date with any correspondence from an Aspenware Service agentAgent.
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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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To review submitted and outstanding tickets:
Navigate to View All Tickets
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Each ticket will be displayed with the Title, the Created Date, and the current ticket Status.
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Select the desired ticket to review. Correspondence from an Aspenware Service Representative Agent will be included.
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From the ticket, add other team members to follow along, update the ticket, and/or if a resolution is reached close the ticket.
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