Service Director Jason Essary Posted December 29, 2022 Service Director Share Posted December 29, 2022 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. 3 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 More sharing options...
Service Director Jason Essary Posted August 20 Author Service Director Share Posted August 20 Contacting Support & Using the Service Portal Service Portal: https://support.olivertraveltrailers.com/portal/en/home This is a website that allows you to login and view all of your open tickets as well as your history of tickets with us. This is just like a credit card website with security. Whatever email is used to initially create the login is the only way you can login. You can change your email but it requires you to login with the original email used and then manage your profile to change the email. We cannot change this from our side for security reasons. If you email us using multiple emails this causes the system to create multiple accounts which means your tickets are not all kept in the same location and you may not be able to see all of your history with us. Support Email: support@olivertraveltrailers.com When you email us at the above email our system automatically creates a new ticket unless you are replying on an old email from us. For responses to an existing ticket it is best to respond so that the system keeps the new email with the communication we have already had in the past. For new issues it is best to send a new email so that our previous communication doesn't get overwhelming clustered. It is important that you have a primary email that you use as this is what registers who you are in our system and provides us with all of your information so we can help faster. When using a different email than what we have, we have no idea who we are speaking with, what camper you have, what history communication we may have been speaking with you about, etc... This is also true if a spouse or friend reaches out to us on your behalf. We will not know who we are speaking with regarding camper information unless a VIN number is provided. This will also separate the history of this communication from the other email account used and we may not have all the information needed to assist the best we can. 5 4 ---------------- 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 More sharing options...
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