How to Use Our Ticket System
The design team at Diploma Company when sending out samples/proofs of orders does not use traditional email to communicate with customers. Instead, they use at private ticket system. Such a system allows them to better organize ongoing projects and communicate more effectively with customers like yourself.
How is such a system used?
Once an order is placed, one of our assigned diploma designers from our team begins working on your order. They research necessary details about what you want, gather suppliers, etc. Once a mock-up has been created or if the designer has additional questions to ask you, an email is sent out. This email provides a message from the designer plus direct access to our secured ticket system. You can reply to the email but we recommend communicating with our design team by accessing the link to the ticket in the ticket system. Once you update your ticket, the designer is informed of your response. If the designer continues to add additional notes or make comments inside the same ticket, you will continue to get email alerts about these future updates.
This system allows you to go back and forth with our design team, discuss your, request changes, and/or approve their work. Once the staff has your "thumbs up" on everything they've done, the final document is carefully printed, securely packaged up, and shipped out asap.
The package will leave with the shipping option you choose during checkout. If you would like to upgrade to a faster method than originally chosen, you can discuss this with your assigned designer.
How fast do designer's respond?
If it's during a normal workday, the design team typically replies to a ticket message every 30 minutes or less. We try to keep the same designer assigned to your project as getting several staff members involved on the same sample/proof request can often cause confusion. This is also why it’s critical that you are detailed in your responses, so the members of the design team can quickly address your concerns, make the necessary changes, and get you on your way.
We are sure you will find the system as easy as checking email, but if you need help, our support department is here M-F 9 am to 5 pm EST. They are available via live chat or phone support at 416-907-4955. They can access tickets on behalf of the design team and try to resolve any issues you are having.