Opening a Care Ticket: Ten Tips

We understand that life can be frustrating especially when you just bought a fantastic new sublimation printer, and it doesn’t seem to be working right. Or, you have orders to produce and your printer will not connect to your computer.  Luckily, to help with all your printer related struggles, you have access to our care team for the life of your printer. Our team will offer you tech support to work out all the struggles with your printer even after the warranty expires. So long as you use Sawgrass ink, you can use us when you need help. Here are the top ten tips when opening a care team ticket to make sure the process is as smooth and quick as possible.  

Number 1: Be as precise and detailed as possible

When opening a ticket for our printers, details are key. In the description section of opening a ticket it helps if you can explain your workflow so we can know exactly what happened when things went wrong. No detail is unimportant; include them all! The more info we have, the easier it is to pin down exactly where your issue resides. Color issues for example can stem from multiple different places. Naturally we will want to gather additional information from you when you open a ticket. 

Number 2: Send us all the information we request

Nine out of ten times when you open a ticket with Sawgrass the first message you will get from us will be us asking for more information, such as bar code stickers on the flat side of each ink cartridge, the serial number of your printer, pictures, or videos of the issue that you are experiencing, etc.  All the information we ask for is absolutely needed so we can best decide what steps need to be taken in order to get you up and printing once again. While it may seem unimportant, knowing when the printer was manufactured or what batch the ink comes from may be valuable information.

Number 3: Provide those serial numbers!

Aside from the inks serial numbers the printer serial number is important too! This can be found in three places on your printer itself and in PrintMate. Almost all printer serial numbers will start with the letter R! The first location is on the inside part of your ink door. The second place it can be found on the back sticker of your printer, and thirdly you can find the serial number in the front left part of the printer where your print comes out!

Number 4: Check your spam filter

Though all ticket replies are sent to your email, they can get caught in your spam filter.  If you haven’t seen a response, you can also access your open tickets by going to care.sawgrassink.com, signing in at the top right, and then clicking on my activities! 

Number 5: Be patient with us

Have patience; remember tickets are answered in the order they are received. During busy seasons we promise to not leave you behind, but responses may be a bit slower.  No matter what season, we love to help our people. 

Number 6: Send examples

For issues with pressing or color, examples are key. If you can send us what you are getting and the file you are using, we can internally test in house to see what type of issue you are having. 

Number 7: Schedule a call with an agent

Sawgrass does not have an active phone line, but we you can schedule a phone call with an agent.  To set up a call, we must first have gathered all of the information so the call can be a troubleshooting session. The ticketing system allows us to gather the info we need to keep the phone call as productive as possible. 

Number 8: Creating multiple tickets actually slows down response time

Creating multiple tickets does not increase the speed at which we contact you, in fact it can do the opposite. When you create multiple tickets, it can then confuse our ticketing system into thinking that each ticket is its own separate issue, then an agent has to merge the duplicate ticket into one ticket to keep things organized. We appreciate your patience and will work diligently to bring you to a solution for your problem. 

Number 9: If your ticket closes, reopen it instead of creating a new one

If life happens and you are unable to troubleshoot with us, remember you don’t have to create a new ticket, you can respond to your previous ticket, and we can pick up right where we left off! 

Number 10: Don’t think twice about reaching out

Never hesitate to ask us if you have questions. We are with you for your printers entire lifespan and will help however we can! 

With all these tips you are all set to go! Let us know if you need us!