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What happens after you submit a support request

Learn what happens after submission, how your request is reviewed, and how Ascertra Global Product Support follows up.

After you submit a support request, Ascertra Global Product Support reviews the information provided and routes the request to the right team.

What happens first

The support team reviews:

  • the ticket name
  • the ticket description
  • the product selected
  • the issue type and sub-issue type
  • the business impact
  • any attachments provided
How your request is handled

After review, the request is triaged and assigned for follow-up. If more information is needed, the support team will contact you using the details provided in the request.

Helpful tip

Include clear, complete information in your original request to help reduce delays and avoid unnecessary follow-up.