P R O C E S S  D E S C R I P T I O N

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At SPACEAPP CONNECT®, we have established a dedicated Trouble Ticket Section to efficiently address and resolve any issues or concerns raised by our valued customers. This section serves as a central hub for tracking, managing, and prioritizing support requests to ensure timely and effective resolutions. Here's a detailed process description:

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1. Submitting a Trouble Ticket

Customers can submit a Trouble Ticket through various channels, including our website, email, or dedicated customer support portal. 

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2. Ticket Assignment and Categorization

Upon receipt of the Trouble Ticket, our support team assigns it to the appropriate expert or department based on the nature of the issue. The ticket is also categorized according to its severity level to prioritize urgent matters.

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3. Troubleshooting and Resolution

Our experienced support specialists diligently investigate the reported issue, employing various diagnostic tools and resources to identify the root cause. Depending on the complexity of the problem, the resolution may involve collaboration with different departments or external partners.

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4. Customer Communication

We believe in transparent communication with our customers. As we work on resolving the issue, customers receive periodic updates, including estimated resolution times.

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5. Ticket Closure and Customer Satisfaction

Once the issue is successfully resolved, our team confirms the resolution with the customer. We value customer feedback and invite them to provide a satisfaction rating on the support process. 

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If you encounter any challenges or have any inquiries, don't hesitate to reach out at customer.service@spaceapp.org , and we'll be glad to assist you. 

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