17-Oct-2017 - Shifting to new support portal - Ginesys Care
Hi,
We are sincerely thankful to you for giving us an opportunity to serve you in your growing retail business. For us, it is a great responsibility to be partners with your organization. All these years, our focus has constantly been on providing you with a top-notch software and a great support. While we have been working hard on the software front, we found this time most suitable for upgrading our support systems and processes to keep up with your expectations.
Introducing Ginesys Care
We are re-orienting ourselves as Ginesys Care, as that's the way we want to care for you and not just 'support' you. We are also upgrading our customer ticketing platform to a more sophisticated one, that would allow us to do more in less time. Your new URL for logging and viewing tickets would be https://care.ginesys.in. For now you would continue to log tickets and view status of your logged tickets in the new system, in the same way as your current system. A guide has been created to help you understand the basic operations in the platform and can be found here - Customer Handbook for Ginesys Care.
New email channel for ticket creation
Now, you can also log tickets by sending a mail to care@ginesys.in. While doing so, please ensure that you are sending mails from your registered e-mail id, else they will be rejected. Refer details in your customer guide.
We are re-orienting ourselves as Ginesys Care, as that's the way we want to care for you and not just 'support' you. We are also upgrading our customer ticketing platform to a more sophisticated one, that would allow us to do more in less time. Your new URL for logging and viewing tickets would be https://care.ginesys.in. For now you would continue to log tickets and view status of your logged tickets in the new system, in the same way as your current system. A guide has been created to help you understand the basic operations in the platform and can be found here - Customer Handbook for Ginesys Care.
New email channel for ticket creation
Now, you can also log tickets by sending a mail to care@ginesys.in. While doing so, please ensure that you are sending mails from your registered e-mail id, else they will be rejected. Refer details in your customer guide.
Coming up: Chat, Forums and integrated Knowledge Base
To help you find answers to your issues fast we have started putting in Knowledge Base articles in the new ticketing system itself. The new system will scan what you are typing in the ticket subject line and will try to suggest articles that may address your scenario. If you feel the article is relevant, you may look it up for a self-serviced resolution of your issue without standing in the support queue. We suggest you use the actual error message / functionality for the search to help you get more relevant results.
IMPORTANT: Until new knowledge-base is up and running, you can use our existing knowledge-base at this location, kb.ginesys.in .
To further enhance your support experience, in near future we are bringing in two more channels of communication. A chat session will allow us to handle more of your queries simultaneously and community forums will allow to search for answers within the closely knit Ginesys community where not only Ginesys Care agents but you as a customer, would be able to help another customer by suggesting solutions/answers to each others' problems.
Important notes about switching to new platform
Important notes about switching to new platform
Date for switch over to new platform: November 1, 2017
1. All tickets, open or closed, logged in the current FY (1 Apr 2017 - 31 Mar 2018) will be imported to new portal. Discussion threads may not be imported. The old platform will not be available after this transition is completed.
2. You will receive an invitation from us to join the portal along with your username. Just use your new login and provide password for the new portal to login and enjoy the enhanced services.
3. No tickets can be created from November 1, 2017 in the old platform and all tickets have to be created in new portal http://care.ginesys.in only.
4. Existing support portal (http://support.ginesys.in) will be shut down from 31st October 2017, 4.00 PM for switch over to new portal.
Ratings, ticket priority and escalations
We would like you to rate us Good or Bad on the basis of how we handled each of your tickets. We take your ratings very seriously.
Every ticket is very important for us and we would love to resolve each one at the earliest. However, we need time to look at your tickets, understand the problem and provide a proper solution. We hope that you would understand that, occasionally, the process may increase the time to resolve a few critical issues. However, if you feel for some reason that any issue of yours is not properly handled then you can send an email to escalation@ginesys.in with the ticket number and the specific grievance of yours. We suggest you keep your Ginesys account manager among the recipients of escalation mails.
General complaints and suggestions
As humans, we make mistakes. We would also love to hear from you where we are going wrong and what you would expect from an improved support process. Please feel free to register your suggestions and complaints at suggestions@ginesys.in. We will do whatever we can to make you feel better.
At your service,
Team Ginesys Care