We’ve been working hard behind the scenes to improve the way we support you — and now it’s live. Our upgraded support system brings smarter workflows, better communication options, and more transparency. Whether you’re troubleshooting a server issue or just need general help, everything is now more streamlined, more secure, and more flexible.
📧 Email-Based Ticketing (Email Piping)
No need to log in to submit or reply to a support request anymore. You can now simply send an email to info@proredline.com, and our system will automatically create a support ticket on your behalf. Even better — when our agents reply, you’ll receive a normal email that you can respond to directly. Every reply is tracked, secured, and synced to your ticket, so you never miss an update.
Prefer to use the support portal? That still works just as before.
🌟 Satisfaction Surveys
Once your ticket is resolved, you’ll now receive a quick one-question satisfaction survey. It takes just seconds to complete, and it helps us monitor how we’re doing and where we can improve. We take every rating seriously — your voice shapes the way we evolve our service.
🕒 Auto-Close on Inactivity
To ensure a clean, manageable support environment, inactive tickets will now automatically close after a period of no response. This helps us keep our system lean and lets our agents focus fully on active cases. If you need more help after closure, you can always reopen a ticket or start a new one in seconds.
🧾 Ticket Printouts
Need documentation for internal use, team sharing, or your own records? We’ve added a PDF export feature so you can download a clean, formatted copy of any support ticket. It includes the full conversation, timestamps, and status — perfect for archiving or sharing with your team.
🔐 Secure Credentials (Website Only)
Sometimes troubleshooting requires access to your service or control panel. For those moments, you can now securely submit login details via the ticket interface — but only through the website. These credentials are fully encrypted and automatically erased once your ticket is marked as resolved. It’s 100% optional, fully GDPR-compliant, and ensures our team can help you more effectively if needed.
🧑💼 Agent Tools (Behind the Scenes)
To help us serve you faster and more accurately, our support agents now have access to new tools like To-Do Lists and internal Workflows. These help us stay organized, manage larger or more technical requests more efficiently, and ensure no issue is ever forgotten or left behind — even in complex scenarios.
📈 Coming Soon: SLAs (Service Level Agreements)
We’re preparing to roll out SLA support for existing customers, which means guaranteed response times based on your service tier. If we ever miss a guaranteed response deadline, you’ll automatically receive a 5% service credit. This initiative helps us stay accountable and gives you peace of mind knowing your issue will be prioritized.
Note: SLA guarantees will not apply to guest submissions or non-customer inquiries.
🔍 Updated Policies
To reflect all these changes, we’ve updated our Privacy Policy and Contact & Support Policy. These updates clarify how we handle support-related data, credentials, and response workflows — all in line with GDPR and our core values of transparency and trust.
🧾 That’s it for now!
Whether you’re already a valued customer or just getting in touch for the first time — our mission stays the same:
To deliver faster, safer, and smarter support.
Thanks for trusting ProRedLine. We’re here whenever you need us.
