Launching of the New Ticketing System

As we endeavor to serve our customers better and improve our support system, we are excited to announce the implementation of our new ticketing system. We hope this will allow us to accommodate all requests for sales and technical support.

Nephila Web is in the Information Technology services business. The breadth and depth of our company lies on the solutions we provide our clients. This means they, you, are our main priorities, and to take care of them is to adhere on our commitment to provide and deliver professional and high quality services and assistance. With our new ticketing system, potential, new and existing clients will be able to follow up the status of all queries.

Find our marketing link or by visiting our web support portal at support.nephilaweb.com.ph. Clients may also email at support@nephilaweb.com.ph, this is email is a centralized email facility that is integrated with our ticketing system.

How to create a ticket

STEP 1: A client who will be accessing the web support portal may choose to first sign up for their new account.

STEP 2: After signing up, a client may create and submit a new ticket. A ticket number shall be generated by the system and shall be automatically sent to the ticketing system which prompts our support team.

If a ticket is considered to be resolved, a client may check the checkbox below and submit it.

STEP 3: If a client wishes to see all submitted tickets and check on its status whether the ticket is active, resolved closed, they may click on the “My Tickets” menu.

If the client would like to search for a particular ticket, they may click on “Other Tickets” menu and search on a particular ticket. They may use the search filter to easily search for the ticket.

A client may optionally update their profile by clicking the “Profile” menu.

Benefits of sending requests or issues on the ticketing system

  1. You are directly sending your requests, problems, issues and other concerns to our TECHNICAL SUPPORT TEAM.
  2. You may easily track and manage your tickets in one centralized web portal.
  3. You may attach your comments, files and screenshots to your tickets.
  4. Easier collaboration with the agent or support specialist assigned to your ticket.
  5. The ticketing system is directly integrated with our project management system, issues that you will submit can be directly created a task on a particular project milestone.

Tips on submitting a ticket

  1. Make sure the ticket you are reporting is clear, concise and focused on a particular issue.
  2. Compartmentalize your tickets. You may create a separate ticket for different issues. It doesn’t matter how many tickets you create as long as it is logically organized.
  3. Prevent submitting tickets where issues/ problems are duplicated.

We constantly find ways to improve our processes and share this journey with our valued clients. Please let us know if you have any questions or feedback on the system.

Find our marketing link or by visiting our web support portal at support.nephilaweb.com.ph. Clients may also email at support@nephilaweb.com.ph, this is email is a centralized email facility that is integrated with our ticketing system.

Stay safe everyone!

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