In the past our help desk was monitored by live chat operators. This is no longer the case. During the COVID lockdown we changed to on-call/standby monitoring and found that easier to manage. However, it also meant some visitors were starting chats expecting a live operator, receiving a timeout message, but not clicking Send to create a ticket.
By updating our help desk visitors can now initiate a conversation in any manner and their request for support is immediately registered for follow-up. Normal response time will vary from less than a hour to next business day depending on when request is received. This change also allows us to log email exchanges and any related chats under the same conversation/ticket. In the past these were separate functions which required juggling content. That made it difficult for the next support operator to determine when the last activity occurred.
If you are not receiving our replies to your conversations, it means your email server has flagged them as spam. Rather than checking your spam box repeatedly, we suggest you login to view replies and update your conversation/ticket from there. When you login you can also perform functions such as changing status or attaching images or files. As an added precaution you should add @digitalretailer.com to your email safelist/whitelist.