TROUBLE TICKETING SYSTEM

The new trouble ticketing system at gtbibérica is a web application controlling the whole trouble resolution process requested by a customer. Each customer's trouble is assigned a kind of "virtual ticket" which can be used to track the whole process.

If you are going to use the system for the first time, you will find some indications following. If you know it already, are registered, and you want to access it, visit <http://soporte.gtbi.net> or click on the next link:

Brief description of the process

This are the main steps involved in the support resolution process for one of our registered customers:

1. Customer asks for infoformation or technical support through the system by means of one of this two possibilities:
   1. Writing an e-mail message to <support@gtbi.net>.
   2. Filling-in the form placed at <http://soporte.gtbi.net>.
2. System automatically answers through e-mail informing the customer that his request has been received and registered, assigning it a ticket number, which must be used from that moment on to any issue regarding that case.
3. Following that the customer and our technical staff communicates by e-email to obtain all the information needed to solve the problem.
4. When the problem is solved, the "case is closed", and the whole information keeps registered for future own customer or technical staff reference.

In case the customer is not registered in the system, he will be informed of it and how to register in the first mail the system answers.