Web Tip Wednesday: Connectify Support

Connectify’s support team works during normal business hours (9 AM – 5 PM Eastern Standard Time) to deliver the best possible support to our users. Technical Support is also very valuable to Connectify itself, as it can show us places the Connectify program needs improvement, or even things that users find confusing, which may be resolved with software or Knowledge Base changes.

In conjunction with the Knowledge Base is the Connectify Troubleshooter. We work with the development team to help Connectify itself identify and lead users to solutions to known problems. As with the Knowledge Base itself, this is continually improving.

When a user has a problem they haven’t solved, they can issue a specific question to the Support Team by submitting a ticket. This is done via the Connectify Support Center, which is found on the Help menu in the Connectify application. Submitting a Ticket this way ensure that we see the results of a Troubleshooter run, we get information about the user’s system, and other details that may help us find a solution.

http://www.connectify.me/wtw-connectifysupport/supportcenter-2/

Equally important is the user’s explanation of what problem they’re seeing. The user has the human explanation of what’s not working, and believe it or not, the Support Team too is only human. Typing nonsense or simply “it doesn’t work” is a sure way to get a request from the Support Team for more information. The image below is a perfect example of an incomplete explanation.

So, what happens when a Support Ticket is submitted?  This Ticket gets a unique number, and gets routed to our Support System. If you’re a PRO user, you paid for support with the purchase of a PRO license. So your ticket gets automatically routed to a priority queue, which is the first place the Support Team will go in a given day.

Connectify LITE Tickets are always reviewed by the Support Team, but we don’t always have the resources to answer each one individually. Connectify LITE feedback is very important, even when we don’t answer directly. This is used to help identify and improve the Knowledge Base, and to improve Connectify itself. And in fact, we do process both requests for better Knowledge Base articles and requests for enhancements in Connectify — we want to make this program every bit as good as our users would like it to be.

Unfortunately, some of this time is simply spent on incomplete Tickets. A Ticket without an explanation will always result in a request for more information. A Ticket from an older version of Connectify will always end with a request that the user upgrade; we don’t offer support for older versions.

Overall, for the best chance at a superb Support experience, a LITE user should run the very latest Connectify, submit a Ticket via the Support Center, and include as complete an explanation of the problem as possible.