customer-support

Customer Support System Launched

We've launched a new integrated customer support system to provide faster and more efficient assistance to all Orwellix subscribed users.

Customer Support System Launched

We are excited to announce the launch of our new, customer support system! This update is designed to streamline your support experience and ensure you receive timely assistance whenever you need it.

Integrated Help Support System: We’ve replaced our previous support channels with a comprehensive, integrated help desk. This means all your support inquiries will be managed in one central location, making it easier for you to track your requests and for our team to provide consistent support.

Tiered Response Times

To better serve our diverse user base, we’ve introduced differentiated response times based on your subscription plan:

  • Pro Plan Users: Can now expect a response from our support team within 48 hours.
  • Premium Plan Users: Will receive priority support with a guaranteed response within 24 hours.

This enhancement ensures that whether you’re an individual writer or a professional team, you’ll get the assistance you need, when you need it.

How to Use the New Support System

Accessing our new support system is simple and intuitive:

  1. Help Button in User Menu: Look for a prominent “Help” button in your user menu. Clicking this will direct you to your support cases.
  2. Support Cases Page: On this page, you’ll find a clear overview of all your existing support cases. You can easily track their status and history.
  3. Create New Case: To submit a new inquiry, simply click on the “Create Case” button. You’ll be prompted to provide details about your issue.
  4. Case Management: Once a case is created, it will appear on your “Support Cases” page. You can click on the case ID to view the full details of any specific case. On the individual case page, you have full control: read replies from our support team, add your own replies, resolve the case once your issue is fixed, or even re-open a resolved case if needed.

We believe this new system will significantly improve your overall experience with Orwellix. As always, we are committed to continuously improving our platform and providing the best possible tools for your writing journey.