Like most high tech companies, we’ve found that while email is superficially easy to use for opening case, it results in unnecessary delays in case resolution, lower customer satisfaction, and missed expectations.
You can still use email to update cases as before!
For opening cases, you can use any of these 3 easy options
• our web support portal (preferred)
• Online chat (great for quick config or installation help)
We use that same address to process (existing) case updates via email. You may have noticed that funny [ref:mumblemumble] tag in the email alerts coming from our case tracking system. That's what it uses to thread comments back to the original case.
After June 30th, emails that don't have [ref:mumblemumble] in them will bounce with a message highlighting the other ways to open a case. If it's there..they get processed same as always.