PEI Operations (OPS) is constantly striving to improve customer support. In an ongoing pursuit of excellence in our response and your satisfaction, we are making significant changes in our help-desk ticketing system. These changes are largely transparent to your use of our service. Here are the details:
After several months of research and testing, PEI has chosen Zendesk as its replacement Help Desk software. Zendesk is trusted by more than 30,000 companies worldwide, including the Denver Broncos, Xerox, and 20th Century Fox (source: https://www.zendesk.com/why-zendesk/customers/#all). Features such as an intuitive agent interface, automated ticket actions, built-in customer satisfaction surveys, enhanced reporting and mobile device support drove PEI to selecting Zendesk. In addition, we will soon be integrating Zendesk with our CRM software to unify our sales and support teams. We believe that Zendesk will help PEI’s Operations Team provide a faster, more efficient support experience.
On September 30, 2013, we will debut our new support e-mail address, support@pei.com, and all new requests will be routed to Zendesk. We will also be routing our old support address, helpdesk@pei.com, to the new system on the 30th.
If you have an existing request open with PEI, it will be moved over to the new system on or before the 30th, and you will receive an email with your new ticket number. You will be required to respond to that email moving forward to update your request.
As always, if you have any questions or concerns, feel free to contact us at 303-786-7474 option 1 or via Microsoft Lync Federation.
Thank you,
The PEI Operations Team
