{"id":2217,"date":"2016-07-29T12:39:21","date_gmt":"2016-07-29T12:39:21","guid":{"rendered":"http:\/\/www.shieldadvanced.com\/Blog\/?p=2217"},"modified":"2016-07-29T12:45:24","modified_gmt":"2016-07-29T12:45:24","slug":"new-support-process-for-shield-products","status":"publish","type":"post","link":"https:\/\/www.shieldadvanced.com\/Blog\/new-support-process-for-shield-products\/","title":{"rendered":"New Support Process for Shield Products"},"content":{"rendered":"We have been looking at better ways to manage any support requests that we get for our products that would allow users to track their own problems plus find any matching problems from other clients.\u00a0 Its not that we get a lot of support requests but if the growth we are seeing at the moment continues it will make that growth easier to handle.<br \/><br \/>We have looked at a number of Open Source support products and have decided to implement one called osTicket, we have been carrying out internal trials for a few months and have been impressed with the functionality the product offers. <br \/><br \/>Use <a href=\"http:\/\/www.shieldadvanced.com\/osticket\/\">http:\/\/www.shieldadvanced.com\/osticket\/<\/a>\u00a0 to access the site. You will first need to register before you can enter a ticket with the details of your questions\/problems.<br \/><br \/>Just as before we are happy to take your phone calls but would prefer that you use this process to ensure we provide you with a first class support experience.<br \/><br \/>Chris..","protected":false},"excerpt":{"rendered":"<p>We have been looking at better ways to manage any support requests that we get for our products that would allow users to track their own problems plus find any matching problems from other clients.\u00a0 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[104,105],"tags":[],"class_list":["post-2217","post","type-post","status-publish","format-standard","hentry","category-open-source","category-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>New Support Process for Shield Products - Simply i<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.shieldadvanced.com\/Blog\/new-support-process-for-shield-products\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Support Process for Shield Products - Simply i\" \/>\n<meta property=\"og:description\" content=\"We have been looking at better ways to manage any support requests that we get for our products that would allow users to track their own problems plus find any matching problems from other clients.\u00a0 [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.shieldadvanced.com\/Blog\/new-support-process-for-shield-products\/\" \/>\n<meta property=\"og:site_name\" content=\"Simply i\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/facebook.com\/shieldadvanced\" \/>\n<meta property=\"article:published_time\" content=\"2016-07-29T12:39:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2016-07-29T12:45:24+00:00\" \/>\n<meta name=\"author\" content=\"Chris Hird\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Chris Hird\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/\"},\"author\":{\"name\":\"Chris Hird\",\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/#\\\/schema\\\/person\\\/5277cc6ead0c8417f74194f8e318bd69\"},\"headline\":\"New Support Process for Shield Products\",\"datePublished\":\"2016-07-29T12:39:21+00:00\",\"dateModified\":\"2016-07-29T12:45:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/\"},\"wordCount\":170,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/#organization\"},\"articleSection\":[\"Open Source\",\"Support\"],\"inLanguage\":\"en\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/\",\"url\":\"https:\\\/\\\/www.shieldadvanced.com\\\/Blog\\\/new-support-process-for-shield-products\\\/\",\"name\":\"New Support Process for Shield Products - 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