Does Flex still have an Tech Support phone line?

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  • Updated 2 years ago
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Does Flex have a Tech Support phone line or are they exclusively using email Trouble Tickets now? 
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Posted 2 years ago

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Tim - W4TME, Customer Experience Manager

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Official Response
We understand that you would like instant access to a support tech by picking up the phone and calling FlexRadio, but this is no longer feasible due to the increased number of users, the number of support resources we have available and achieving the internal service levels for addressing customer support needs in a timely manner.

The Community is to facilitate assistance for users by users.  And occasionally a FlexRadio employee will provide some assistance to answer questions or to clarify misinformation.

We have a support ticketing system (aka "HelpDesk") and we process the incoming support requests in a FIFO (first in, first out) manner by directly interacting with the customer.  The problem with taking unsolicited phone calls for support is that if you do not have an existing ticket and /or you want an issue resolved immediately you are essentially breaking line in front of everyone who has followed the policy and entered a HelpDesk ticket.  This is not fair to those people already in the support queue. 

And I suspect if you were in the queue and your ticket was not serviced or your resolution was delayed because someone was taking up a support engineer's time answering an unsolicited phone call, you would not be happy about your support issue being preempted either.

When we need to call a customer to facilitate a resolution to their issue in the least time possible we do so.

We have to maximize our resources to provide issue resolution so that we can service as many support incidents as possible in a business day.  Our studies have shown that when providing unsolicited telephone support, it takes 2-4 times longer to come to a resolution that it does using the HelpDesk's email system if a call was not required to facilitate a resolution.  It isn't sustainable to be 200% less efficient in the way we provide support services and meet our service level targets.

Since we have stopped taking unsolicited inbound phone calls, our weekly support backlog has been reduced by 150% which means we are resolving more issue per unit time by a significant margin.