We prefer support requests to first come through our ticketing system or email for various reasons.
Firstly, it provides a systematic audit trail of all communication between you and our staff, so that all the facts can easily be passed to whomever may be working on your problem. In the absence of a representative who has been assisting you all along, somebody else can take over and be equally knowledgeable of your issues.
Secondly, it allows us to focus on fixing problems instead of answering the phone. The time we spend answering phone calls can be channeled to more productive work such as helping a client debug a program.
Third, we are aiming to provide you with the answers to 99% of your questions through our self-help KnowledgeBase system, enabling you to instantly find the solution to your problem rather than needing to contact us. This will benefit us as well as our customers.