Why We Charge Extra for Phone-In Ticket Submissions
At Simple Support, we’re committed to fast, efficient, and expert-driven IT support. To keep response times low and ensure every client gets the attention they deserve, we prioritize web, email, chat, and text-based ticket submissions.
Phone support is valuable in certain situations, but when every ticket is submitted by phone, it slows down operations and limits how many issues we can resolve at once. That’s why we charge an additional fee for initial ticket submissions by phone—but not for any necessary follow-ups. And certainly not if your issue is urgent and business-critical, in situations like those we also encourage calling your account manager directly.
Why We Discourage Phone-Based Ticket Submissions
1. Faster Response Times for Everyone
When tickets are submitted through web, email, chat, or text, our team can triage and address multiple issues at once. Phone calls require a dedicated one-on-one session for every request, which slows down the queue and delays service for everyone.
By prioritizing written submissions, we resolve more tickets, faster—without putting clients on hold or making them wait for a callback.
2. Direct Access to Experts Without the Runaround
Most IT providers rely on phone-based help desks where lower-tier agents handle calls before escalating them to an expert. We don’t operate that way. Every ticket at Simple Support—no matter how it’s submitted—goes directly to an experienced IT professional who understands your systems and can resolve issues quickly.
By cutting out unnecessary phone submissions, we keep response times short and solutions effective.
3. Clear Documentation for Faster Issue Resolution
With a written ticket, we receive all the necessary details upfront, which means:
✔ Faster resolutions – No need to re-explain the issue multiple times.
✔ Better tracking – Your ticket history stays logged for reference.
✔ No miscommunication – Everything is documented, so nothing gets lost in translation.
This makes troubleshooting faster and more effective compared to calls where details might be forgotten or misinterpreted.
4. We’ll Call You If Needed—No Extra Charge
We’re not against phone support—we just want to use it where it makes sense. If a ticket requires further discussion, we’ll call you directly at no extra cost. We just don’t want every issue coming in by phone, creating bottlenecks that slow down IT support for everyone.
Simple, Efficient IT Support That Works for You
By charging for phone-in ticket submissions, we keep our IT support fast, effective, and focused on real solutions—not long wait times and unnecessary delays.
If phone-based ticket submission is essential for your business, we offer customized plans that include it as an option.