Submitting a Help Ticket
We love helping our customers. Our tech support is a standard service and you shouldn’t have to jump through hoops to get the assistance you need. At Wizard Software, we make it as easy as possible to get fast and helpful support.
It works like this: You contact us, a help ticket is logged and a support representative will reply via phone or email typically within one hour.
The most efficient contact method is to send email to firstname.lastname@example.org. This email account is monitored by multiple customer support staff and a help ticket is logged immediately. The more detail you can provide in the way of error messages, screen shots or a description of the situation, the better.
You may also call Wizard Software at 773-832-0200 for help, and we will create a help ticket. Usually we are able to answer the phone and log the request while you are on the phone.
If you call and do not reach a person, please leave a message, or simply send an email to email@example.com. Again… more detail is better.
Once a help ticket is in the queue, a support representative will contact you and assist in resolving the issue.
We use secure screen-sharing software to see what’s going on. The screen-sharing software is accessed via http://www.wizremote.com. Screen-sharing software makes resolving tech support issues so much more efficient and is a huge part of how we resolve issues quickly.
As necessary, requests are escalated to the other Wizard Software departments, whether that be sales, project management or IT.
The support department checks email and voicemail regularly and our goal is to address each request within one hour of receipt.
Please let us know how we’re doing – we’d love to hear from you.