Pace Scheduler updates
Pace Scheduler updates
pacescheduler.com

Brand New Support Center!

 

New

 

 

We take great pride in our customer support, and are always trying new ways to improve it. Today, we have an update that should improve a huge portion of our support flow. Welcome the Pace Scheduler Support Center!

This update will be deployed sometime next week (05/17 - 05/23). We'll post another update once it has been deployed.


Why are we adding it?

Emails are ok, but they are pretty limited in their capabilities, and can be unreliable. They are still important to have if needed, but there has to be a better way to communicate with all of the departments we serve. Therefore, we are introducing the Support Center.


What is it?

It's a brand new offering of Pace Scheduler that allows you to submit, manage, and respond to support tickets in a much more effective and ordered way than emails alone.

Our email support isn't going anywhere, but with the new Support Center, you'll have a much more streamlined way to communicate with us, and vice-versa. You can submit new tickets, view your tickets' statuses, receive email notifications about any updates to your tickets, and keep all of your electronic communication with us in one place. You don't have to dig through tons of emails to find the message you're looking for anymore.

It's also where you'll find our brand new Knowledge Base! Support articles now have outlines that let you skip to exactly the topic in the article you need, no more scrolling to find the section relevant to your question. Each article has a rating system at the bottom as well, so you can let us know how effective our articles are.


How does it work?

The Support Center will automatically recognize you when accessed from your Pace Scheduler site. You'll be prompted to confirm your User Name the first time you log into it. The new Support Center button will be in the top-right of your site.

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Home Page

From the home page, you can access and search our Knowledge Base, create a new support ticket, manage and reply to your existing and past support tickets, and manage your Support Center profile and preferences.

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Manage Support Tickets

You can see tons of info about the tickets you sent us. Whether it's your turn to respond or ours, who your ticket is assigned to, what the status of your ticket is, and more.

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View and Reply to Tickets

View past messages and send us your replies right from the ticket! You can Cc others at your department, and their replies will appear on your ticket as well.

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Extras

  • Notifications

    • You'll receive email notifications when we reply to your ticket. You can reply to us from the Support Center, or reply to the email itself.
  • More Reliable Access

    • Let's face it, email can be finicky, and a number of things can prevent messages from being delivered properly. With access to your tickets in our online Support Center, you'll always be able to see and reply to your tickets, even if they never reached your email inbox for one reason or another.

We hope you enjoy these new tools!