ZorWare Help Desk FAQs

ZorWare Help Desk FAQs

A pdf copy of this article can be found at the bottom of the article page.

Q. When is the best time for support via Phone call?

A. Our phone queue tends to be just a bit less congested between 10:00AM-11:AM and again between 1:00PM-3:00PM central time. However, we find that receiving as many details via email, portal, and/or chat as possible rather than through verbalization often assists with more efficient resolution, particularly when screenshots or videos are provided.

Q. When is the best time for support via Chat?

A. Typically the best time to use our chat feature is during standard ZorWare business hours for our Tier 2 specialists, with buffer for ticket creation and troubleshooting between 9:00AM-4:00PM central time. 

Q. What is the best information to leave in a voicemail to the ZorWare team?

A. Please provide:

• Your full name,
• The best phone number to reach you,
• The franchise business owner’s name (if different from yours),
• Which brand you represent,
• A brief description of the reason for your call,
• Invoice number (if applicable),
• Customer name (if applicable),
• Etc.…

Q. What is the best information to send in an email?

A. Please provide:

• Your name & location,
• Explain the issue and include relevant data (i.e. invoice number, screenshot of error code, screen recording, etc. in case the issue cannot be duplicated when we contact you).
• It is most helpful if you include your DBA/tenant name,
• Technology with which the request is associated,
• Area of the technology needing assistance (ex: MRR of Anywhere, US – ServiceTitan – Invoices),
• Etc.…

Q. Should I create a new ticket for a previously reported issue?

A. No; please reply to same initial ticket/email/chat as this will eliminate duplicate/merged tickets and help us action your ticket(s) more efficiently and effectively.

Q. Are there issues which are best suited for certain support options?

A. Yes, please:

• If you’re experiencing issues with logging into your Office365 email account, phone may be best suited.
• If you need updates made to your Office365 email account(s), or new accounts created, email is preferred.
• If you’re able to send screenshots or a video to show the request you’re making, email or self-help ticket portal would be better options.
• If you’re unable to log into your email, and phone queue wait times are inconvenient, our self-help ticket portal may be a convenient option.
• If you’re experiencing issues with a point-of-sale that has our chat feature integrated, chat may be a better option.

Q. When receiving a call from ZorWare, will my caller ID say, “ZorWare”?

A. No; often caller IDs may identify our calls as spam or potential spam.

Q. Are incoming and outbound phone calls with ZorWare Support recorded?

A. Yes; all calls are recorded for quality assurance purposes.

Q. Should I respond to the ZorWare Customer Satisfaction Survey I receive after every applicable ticket resolution?

A. Yes, please! Your feedback is important to us as ZorWare is always, “Continuously striving to maximize internal and external customer loyalty.” It’s important to note that this survey is not meant to represent your point-of-sale/technology satisfaction about which your request/inquiry may have been focused, but regarding ZorWare’s customer support/service provided. Please simply choose whichever option best represents the support/service provided by our ZorWare technicians, “Satisfied”, “Neither satisfied nor dissatisfied”, or “Dissatisfied”.