To better serve our customers, TelWare recently upgraded to a new ticketing system and support portal.
Our new portal is at the same URL: Support.TelWare.com. As always, you can use this as your central location to find all your TelWare tickets. The support portal will show both open and closed tickets, as well as all correspondence on those tickets.
All your accounts and old tickets were moved to the new portal. However, individual passwords did not carry over. To access the new portal for the first time, you will need to create a new password using the forgotten-password feature.
Log in with Token: You don't need a password to log in with a one-time-use token. Simply enter your email address and a login token will be emailed to you. By using the one-time-use tokens instead of traditional passwords, your account is more secure.
Add Notes to a Ticket: You can quickly open your ticket on the portal to add a note to it. That note will be sent to the support rep assigned to your ticket.
Upload Documents: In addition to adding notes, you can upload a document to any existing ticket. This feature allows you to send screenshots, spreadsheets of employee extensions, and other documents that clarify the issues described on your support ticket.
View All of Your Company's Tickets: This option will allow you to view all tickets related to your company, even those submitted by other users or on different accounts. To request this feature, simply email Support@TelWare.com. Access is dependent on approval.
View Other Companies' Tickets: This is for those IT experts that oversee several accounts. You no longer need a separate login for each company you manage! With approval, you can have access to all your clients' tickets with one account!
Submit Tickets 24/7: Using the online portal, you can submit tickets at any time! Our on-call staff checks each ticket for emergencies around the clock.
Coming Soon to the Portal
View Invoices: We're working on the ability to view your support invoices online.
Learning Center: This is a one-stop shop for answering simple questions such as "How do I listen to my voicemail out of the office?"
For more information, contact TelWare at 1-800-637-3148 or firstname.lastname@example.org. TelWare is a national leader in the installation of voice, video, data and unified communication solutions. TelWare is an authorized Avaya, Star2Star, 3CX and SimpleWAN dealer.