We're excited to share some updates to improve your PaymentWorks support experience!
Starting on Monday, October 28, 2024, we'll be moving to a new and improved ticketing platform. This change is all about making sure your inquiries are handled quickly, smoothly, and efficiently.
What’s New:
New way to contact us (as of 10/28):
You'll be able to submit your support requests using this new link: https://help.paymentworks.com/contactsupport. Don’t worry—it’s a seamless switch!
Easy-to-use forms:
Your experience will remain familiar! The form is simple, and there won’t be any extra steps or fields to fill out.
Personalized just for you:
After submitting a few tickets, the form will remember your name and email. That way, future inquiries will be even quicker to submit.
Clear visibility on attachments:
When you upload a document, you'll see it right away on the screen, so you can be confident it's attached properly.
Confirmation emails:
Once you’ve submitted a ticket, you’ll get an email confirmation with a summary of your request, including a ticket number for easy reference.
Comprehensive support for everyone:
This new platform will support all inquiries—whether you're a Payer, submitting on behalf of a vendor, or a Vendor yourself, use the link above for all your needs.
What about tickets created before October 28, 2024?
No need to worry! The PaymentWorks Support team will continue to work on all tickets submitted before October 28 through our current system. Those tickets will be responded to and closed as usual. After 30 days, any closed tickets will be automatically archived.
If you have an ongoing issue that might take longer than 30 days to resolve, we’ll create a new ticket for you in the new system to keep everything moving forward without any extra work on your part.
How does this affect submitting tickets from the Knowledge Base?
Good news! The Contact Support buttons in the PaymentWorks Help and Knowledge Base will automatically direct you to the new ticketing platform.
Here’s what we suggest you do:
- Bookmark the new link: Save the new support link to start using the updated system on October 28.
- Payers, update your internal materials: If you maintain any documentation for your team or payees, be sure to update them with the new support request link to ensure a smooth transition.
These changes will take effect automatically on Monday, October 28, 2024.
Sneak peek: Here’s a preview of the new form layout for you!
