GoCanvas Technical Support Ticket Processes

Issue

When running your business with GoCanvas, timely support is essential. Occasionally, you may experience delays in receiving updates on your support tickets, which can impact your operations. This article addresses common concerns about delayed ticket responses and provides guidance on how to track, follow up, and escalate outstanding tickets effectively.

Solution

By understanding GoCanvas's typical support response times and following best practices for communication and escalation, you can help ensure your tickets are addressed promptly and your business stays efficient and compliant.

Understanding Support Response Expectations

• GoCanvas aims to reply to most tickets within one business day.
• During periods of high volume or for complex issues, response times may be longer.
• Knowing these typical windows helps set realistic expectations for resolution.

Steps to Check Ticket Status

1. Log in to your GoCanvas account and go to the Help Center or Support Portal.
2. Click on My Requests or View Tickets to view all submitted tickets and their current status.
3. Review ticket details for any updates or responses from the GoCanvas Support Team.

How to Follow Up or Escalate a Ticket

• Reply directly to the ticket email or add a comment in the portal, always referencing your ticket number.
• If no response is received within 48 business hours, send a polite request for a status update, mentioning any business impact.
• For urgent issues affecting operations, request escalation by including all relevant details and “Escalation” in the subject or message.

Best Practices for Efficient Support

• Provide detailed descriptions, screenshots, or logs when submitting tickets.
• Keep communication clear, concise, and professional.
• Document ticket numbers and any escalation history for future reference.

Conclusion

Being proactive and informed about GoCanvas support processes helps ensure timely ticket resolution. Knowing how to track, follow up, and escalate your tickets allows you to maintain smooth, uninterrupted business operations.