On the 16th December of last year we wrote about the creation of tickets in our Customer Portal. Since then we have seen a lot of customers who started using this feature and already received a lot of positive responses on this topic. We also got many questions on when we would enable the viewing of and replying to tickets in the Customer Portal. Now, with the release of our newest sprint, we did just that!
With our new and improved Ticket feature you are able to create a new ticket for our Support, Administration and Sales departments. After the ticket has been sent, you can track the ticket’s status and respond to replies from Leaseweb.
When your ticket is updated you will be notified by email with a link to the Customer Portal – which will instantly direct you to the new response.
Leaseweb also automatically connects every ticket you send to your account. The communication is secured via SSL, so this is the safest way to provide sensitive information to our engineers.
When you reply, you now also have the possibility to attach files to your ticket.
What about tickets I have sent in the past?
Tickets (old and new) that were sent through email will not be available in the Customer Portal (this is also true for emailed tickets that were sent before the launch of the new ticket feature). Tickets that are sent through the Customer Portal will always be shown in the portal. Of course you can still choose to send a ticket via email, but we recommend using the Customer Portal. It is far more secure and gives you a great overview of all your communication with Leaseweb.
As we are constantly improving the experience of Leaseweb customers, all feedback is very welcome. Through the ‘Feedback’ option in the ticket section you can suggest new features you would like to see in the Customer Portal. We are looking forward to your ideas!