We know how critical the Back To School (BTS) time is for our customers, and we are committed to making BTS a success. Hence, the MagicBox support desk is available to all our customers who are LIVE. It helps them with any queries and issues, including technical and or otherwise, on the MagicBox platform. MagicBox support team includes a dedicated team of trained professionals who have the expertise in resolving all your queries and can get you faster resolution to most issues.
MagicBox offers Tier 2 / Level 2 email support as part of standard product support to our customer point of contact. We use Freshdesk (ticketing platform) to receive, track and resolve any support tickets raised by our customers on our support desk.
Freshdesk Details
The customer can raise a support ticket on our support desk by simply writing to us at support@magicedtech.com or browsing to the Freshdesk portal and clicking on the "New ticket" option.
Freshdesk Process
When a ticket is raised on our support desk, our support team categorizes and prioritizes tickets to assign them appropriately. For e.g., the MagicBox support team can resolve functional queries quickly. However, the ticket would be allocated to the Engineering team if the issue needs further investigation. Every ticket in Freshdesk follows a defined SLA policy, and a ‘due by’ time is driven by their priority.
We have your back during BTS 2022 (Back to School)
We are extending our support desk working hours during BTS 2022 season (16th August, 2022 to 15th October, 2022) to ensure we offer more comprehensive coverage to our global customers. Our team would be available from Monday to Friday between 04:30 am GMT, and 12:30 am GMT (20 hours).
Magic will also provide email support for blocker (P1) issues during the weekends and Holidays during this time period.
Escalation Matrix
The MagicBox team has established a structure to manage escalations at different levels. In the absence of any response after the first escalation (i.e., Freshdesk Support Ticket), the customer can further escalate this ticket to a manager after a specific period of time. Similarly, a third-level escalation can be set up if the ticket is still not resolved successfully.
The entire escalation matrix is clearly defined, and at every step of the way, the right people are assigned ownership of the problem.
