Customers should be aware of the new support route now available. Using an interface with the Verrotech Control Panel 2.0 (VCP 2), customers can now raise support tickets through the VCP. Once raised through the VCP customers can access features previously unavailable such as:

• Update Ticket Actions
  You can post comments or updates directly as an action onto your tickets.
  
• Email Alerts
  You can optionally enable the email alert service, this will send an automatic email to your specified email address when changes occur to the ticket. This email will include a direct VCP link to the ticket (enter it into your browser, enter username and password when requested and it will jump straight to the ticket).
  
• Ticket Status Control
  For the first time, as well as posting additional actions to your tickets, you can close or re-open existing tickets by updating the ticket status. This will allow you to easily re-open a support issue thought to be resolved without having to re-post all the previous information.

In addition to substantial technical benefits over the existing support interface, customers should find the 'look and feel' of the new service a big improvement.

Verrotech announced on 26th January (click to see announcement) that the long-term strategy of this implementation will see the existing unauthenticated ticket viewer being depreciated during August 2004. Although customers will always be able to raise tickets directly via the website, from August onwards the only view/edit facilities will be provided via the VCP.

It is our suggestion that customers now begin the use the VCP as the primary route for raising support tickets with Verrotech and hope this service now proves as succesful as the original support interface.

More information and a guide to using the new interface can be found when you visit the support section of the VCP (click here to go there).

Customers can request a VCP user from the Online Feedback Form.

Click here for more information about the VCP.