When resolving your service ticket we follow the 5 step process below:

1. Automatic Acknowledgement

You get an automatic acknowledgement that your request has been received and logged in our system.

2. New Service Ticket

A new service ticket is generated with a ticket number that can be used to track your request via your Service Hub Desktop Client or web portal.

3. Ticket Processing

Once your ticket has been created we will process it to assess the level of escalation needed to resolve the issue.

4. Email Response

You will receive an email directly from your support technician as they begin working on the request, followed by a phone call to discuss.

5. Automatic Updates

Our system automatically updates you on the progress or status of the work according to the workflow rules that relate to your specific issue.

Important Points when Responding to Tickets

Ticket Related Responses

If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows us to keep all related correspondence in the same ticket.

Ticket Unrelated Responses

If you have to notify us of any unrelated problems, please create a new email to support@air-it.co.uk or via your Service Hub Desktop Client or web portal and do NOT reply to an existing case or ticket email.