Here is a brief
overview of how we manage our email
that you send us.
- Once received
in our ticketsystem each mail gets a
ticketnumber. Depending on the email
address you sent your mail to you will
be notified of this ticketnumber in
an auto-reply mail.
- Someone of our staff handling the
tickets will take the ticket and start
deciding what action needs to performed.
He/she may reply right away to you,
give the ticket to another staff member
or put it on hold because more info
- Once replied the ticket will be resolved
by the staffmember (unless an answer
by you is required in which case the
ticket will also be put on hold).
- A resolved ticket will automatically
open again once you mail back. We therefore
ask you to never remove the ticketnumber
from the subject field.
you help us?
- By mailing us
only ONCE with your question. This is
very important. Multiple mails (to multiple
email addresses) will create multiple
tickets in our system and only slow
us down as we have to manage each ticket
seperately. If you have additional questions
after you sent your mail please reply
to the auto-reply message (which has
the ticketnumber in the subject field)
or wait untill you receive an answer
and reply to that mail.
- By sending a NEW mail if you have
a new question or subject you need information
about. We do not want one ticket which
holds all the mail you ever sent to
- If you have a question about an earlier
resolved matter it's always possible
to lookup the last mail we sent you
(if your archive still holds it) and
reply to it. Even if this was 2 years
ago the same ticket will still open
right away and be brought to the attention
of our staff. You are really helping
us this way because the history of this
ticket is right in front of us and we
do not have to search in our system
about this matter.
- If you have another mail that concerns
a ticket that is already open attach
it to a reply which has the ticketnumber
in the subject field. If you are just
forwarding this mail you are creating
a new ticket and we have to search and
put them together.
- Do not thanks us. Although we appreciate
it, the ticket is re-opened and we need
to close it again. However if you still
feel the need, go ahead.
By working with us this way we can serve
you better as less time is wasted searching
for the right information.