Our support ticket system uses states to help both you and our team track progress and manage requests efficiently. Here’s what each status means and how it affects your ticket:
Open = a ticket that you either created or responded to
- Requires action or a response from our team.
- Ensures your concern is actively being addressed by the appropriate team member.
Work In Progress = a ticket that our team has received and is working to resolve and/or added to our work queue.
- Acknowledges that we have some work to do.
- Keeps your ticket active in our work queue until the task is completed.
- No response is required from you on these but you can provide additional info, ask questions, request and update, etc. as desired.
Pending = our team has responded to your concern and either need additional information from you OR we have assessed that the task is complete and requesting that you confirm.
- Indicates a ticket is no longer active in our work queue.
- If you do not respond, you’ll receive an "auto close" notification after a couple of weeks. If you reply to this notification, the ticket will be reopened and reviewed further.
Closed = the ticket has been resolved
- You can mark a ticket closed at any time.
- Our team will mark a ticket closed if we believe the issues as been resolved (or at your request).
Auto Close Notices
If any ticket sits too long without activity, you will receive an auto close notice. A simple reply to this notice will reopen the ticket if further action is needed. We have been working very hard to make sure that our "work in progress" items do not fall into this category.
Understanding these states helps ensure that you know where your ticket stands at all times and that no ticket is forgotten or unresolved. Knowing the state of any of your tickets also helps you take appropriate action if needed (e.g., confirming a resolution or providing additional details).
We’re committed to keeping your requests moving and making sure every issue is handled to your satisfaction. If you have questions about your ticket’s status, don’t hesitate to reach out—we’re here to help!
Upon receiving a ticket, our support team evaluates and assigns it based on the nature and urgency of the issue. Common ticket categories include:
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Site Down: Immediate action is taken regardless of time or workload. This includes scenarios where critical functions, such as e-commerce capabilities, are entirely inaccessible.
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Key Site Function Not Working: High-priority issues where essential features are malfunctioning. The support team initiates immediate troubleshooting and may escalate to our development team if necessary. Resolution times vary, but we strive to provide status updates throughout the process.
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New Feature Request: Requests for features not currently implemented on your site are forwarded to our development team. We provide a quote and estimated timeline within 2-3 business days. Upon your approval, development commences as scheduled.
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Training Request: Inquiries about site functionalities are addressed within 2-3 business days, offering specific instructions or screencasts to guide you.
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Content Updates: Submissions for adding or modifying site content are queued accordingly, with completion timelines communicated, typically within 5 business days.
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Duplicate Tickets for Existing Issues: Multiple submissions regarding the same issue are consolidated to streamline communication and resolution. To avoid delays, please reference existing tickets when providing additional information.
Submit Detailed Tickets
To facilitate efficient troubleshooting and resolution, please provide the following information when submitting a support ticket:
- Clear Titles/Subjects: Use descriptive titles or email subjects that summarize the issue.
- If your entire site is down: Please include "Site Down" in the ticket subject line. Site Down notifications get immediate attention regardless of the day, time, or any other work in our queue for any of our clients. This would includes an online store section of your site is down and no customer anywhere is able to place an order and/or no member of your team is able to access orders on the website.
- Comprehensive Screenshots: Include full-screen images rather than cropped views to give us complete context.
- Relevant URLs: Specify the exact web addresses where the issues occur and/or include the steps you took that triggered the issue.
- Error Messages: Copy and paste any error messages you are receiving.
- Attachments: Make sure attachments are less than 100MB and that any attachments have a unique filename.
- Our support ticket system can accept attachments in the follow file types: zip, jpg, png, pdf, xlsx, docx, txt, jpeg, csv, doc, xml
- Order Numbers: If applicable, provide order numbers related to online store issues.
This detailed information enables our team to diagnose and address your concerns swiftly.
Submit One Issue Per Ticket
When submitting a support ticket, it’s essential to focus on one issue per ticket. This approach allows our team to address your concerns more effectively and ensures faster resolution.
- Focused Attention: Each ticket is assigned to the right specialist, ensuring your issue is handled by someone with the expertise to resolve it quickly.
- Streamlined Communication: Keeping tickets focused prevents confusion and makes it easier to track the progress of your request.
- Faster Resolutions: Isolated issues can be resolved more efficiently without being delayed by unrelated concerns.
- Clear Documentation: Our system organizes each ticket by issue, helping us maintain accurate records for future reference.
When multiple issues are grouped into a single ticket, our team reserves the right to break those issues out into separate tickets.
At interGen, we love getting to know our clients, and we encourage you to connect with any of our team members whenever you’d like. However, for the fastest and most efficient service, it’s always best to send your support questions, concerns, training requests, and content update requests to our Support Ticket system.
When you open a support ticket instead of emailing or calling your favorite team member:
- Your Request Reaches Our Whole Team:
- Multiple team members are notified simultaneously, ensuring the fastest possible response.
- Even your favorite team member will likely be looped in to address your question!
- You don’t need to worry about who’s on vacation or out of the office—someone is always available to help.
- A Ticket Is Automatically Created
- Sending an email to
This email address is being protected from spambots. You need JavaScript enabled to view it. automatically generates a support ticket in our system, which:- Helps us assign your concern to the best-available team member.
- Documents your request and its resolution for future reference.
- Lets you track your ticket history by logging in at intergen.org/log-in.
- Sending an email to
- You Get A One Business Day Response:
- You can expect either an initial response from our team or a status update to “work-in-progress” with a team member assigned to your ticket within one business day.