Following up on a case number

Sue_C

This important question recently was emailed to our sales team. It brings up the subject of case numbers and how they're used by SiteLink tech support:

I am trying to get status on a case# from July 3, 2017. Our customer cannot use his code - our gate system says the unit does not exist. The unit does exist in SiteLink but does not link up with our gate system. Please advise ASAP. Thank you.

Here's our response and an explanation on case numbers:

Call tech support directly 919-865-0789 (option 2) and give them your case number for a status update.
Every question or issue handled by tech support is assigned a unique case number. Detailed information about your issue as well as current status is accessed via this number. You may be given this number for reference when you talk to tech support. You can then go about your day knowing your issue is being worked on right away and will be resolved soon. Once a case is resolved you'll be contacted directly by tech support.
Wait time for a tech support specialist during regular hours is typically well under a minute. Most calls are answered immediately.

In this case, tech support followed up with the customer (it turned out to be an issue with the gate software).

Add your thoughts or comments about case numbers to this thread!