Jump to content

Oliver Support Tickets - Creating, Merging, & Splitting


JEssary

Recommended Posts

  • Service Manager

Understanding the Support Tickets

How do I create a support ticket?

  • All voicemails to phone support or parts & service automatically creates a support ticket in the proper department initiating a return call request.  
    • Keep in mind that we work through returning calls in the order they were received unless it is an emergency situation.
  • All emails sent to support@olivertraveltrailers.com will automatically create a support ticket based on your emails subject line and it will automatically pull in your information as long as the email you used is in our system in your account.
    • If you are submitting a new request, please send it as a new email not as a reply to an old email. This will help to speed up the response
    • If you are contacting regarding an open/ongoing issue it is best to reply to the email chain and it will automatically flag the open current ticket for review and bump it up on our list.
  • You can visit the Owners service page on our website or the forum main page and click the "Submit Ticket" button
  • You can contact us via phone and the phone support personnel should create a ticket for you if one does not already exist.

What to do if you have multiple issues?

  • You can list all of your issues in a single ticket. If you choose this method, please list the issues in bullet format if possible to ensure all issues are captured properly.
  • You can create an individual ticket for each issue if you prefer.

Why was my ticket split into multiple tickets?

  • We might split your ticket into multiple tickets for communication with the vendor or manufacturer of the component so that everything stays organized and we can work with the vendor to get the issue resolved as quickly as possible.

Why were my tickets merged into a single ticket?

  • We might merge multiple tickets into a single ticket when necessary:
    • Multiple tickets but the same issue
    • Similar issues
    • Cause/Correction resolves multiple issues reported 
      • Example: Fridge does not work on AC power & A/C Inoperative where the cause was found to be an issue with the incoming shore power which means the true issue was "No 120v power". This is common as a camper equipped with an inverter could still be supplying power to the Microwave and Receptacles making it seem like 120v power was working.
    • All issues are scheduled for service either here or at a 3rd party service center and should be resolved at one time under a single work order.
  • Thanks 2
  • Like 3

----------------

Jason D. Essary

OLIVER SERVICE

228 Industrial Ave

Hohenwald, TN 38462

Phone: (888) 526-3978

 

Hours: Monday - Friday 8:00am - 5:00pm CST

CONFIDENTIALITY NOTICE: This email may contain confidential and privileged material for the sole use of the intended recipient(s). Any review, use, distri­bution or disclosure by others is strictly prohibited. If you have received this communication in error, please notify the sender immediately by email and delete the message and any file attachments from your computer.

Login to Service Portal: https://support.olivertraveltrailers.com/portal/en/home

 

Link to comment
Share on other sites

×
×
  • Create New...