The Aspenware Ticket Portal
- Cas Banfill
- Sarah Holst
- Danny Koressel
- Jen Dixon
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.
To submit a ticket, navigate to the Aspenware Ticket Portal.
NOTE: If you have previously submitted a ticket, you will likely have an account in the Aspenware Ticket Portal. Log in using the email address used to submit tickets previously. If you run into any issues, contact your Aspenware Service agent directly.
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 Agent.
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. |
If the ticket is not urgent and sent during standard business hours (Monday - Friday 9 - 5pm MST), someone from our Aspenware Service Team will reach out to assist and determine next steps.
URGENT ISSUES
If 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
To review submitted and outstanding tickets:
Navigate to View All Tickets
Each ticket will be displayed with the Title, the Created Date, and the current ticket Status.
Tickets can be sorted by status and created date.
NOTE: To review previous and closed tickets, change the Status Type to Resolved or Closed. Reviewing previous tickets may assist in troubleshooting current issues.
Select the desired ticket to review. Correspondence from an Aspenware Service Agent will be included.
From the ticket, add other team members to follow along, update the ticket, and/or if a resolution is reached close the ticket.
How to Request an Upgrade
We suggest that customer environments continue to take updates and do not fall more than 4 releases behind in their production code at any time. This helps to ensure all the latest features, enhancements, and fixes are available in customer environments.
To Request an Upgrade complete the Upgrade Request form from the Aspenware Ticket Portal.
Complete all required fields with as much detail as possible.
After the ticket is submitted, a member of our team will reach out to schedule a release deployment to the UAT environment to begin the smoke testing of the desired version.
After the smoke test is completed, our team will work with the customer to book the deployment to the Production Environment.
Aspenware requires approval from the customer before any update to a production environment is made.
Before scheduling a production release, customers are expected to smoke test and approve the code version for their production environment in their UAT (User Acceptance Testing) environment. All functionality that is unique to the customer should be tested by the customer with each upgrade.
We offer scheduled release timelines within Aspenware business hours and do not offer routine releases outside of Business Hours or on Fridays or holiday schedules.
Other Resources
The Aspenware Ticket Portal contains other helpful resources that could help with the day-to-day of the store.
We are continuously updating resources, so always check back for updates and new helpful articles and links, as well as, continue to use Aspenware Hub as your main source of articles and documentation.