A Note About Changes to Docket Support

Upcoming Changes to Docket's Customer Support Process

At Docket, we are continuously striving to enhance the customer experience, and to further this goal, we are excited to announce upcoming changes to our customer support process. These changes are aimed at streamlining the support system and ensuring that you, our valued customers, receive the best possible assistance whenever you need it. We believe that these improvements will lead to a more efficient and transparent support process, allowing us to better assist you with any questions or concerns you may have.


What's Changing

  1. New Support Ticketing System: Our In-App Support Widget will still be accessible, but all requests for support will be directed into our new support ticketing system. This will help us keep track of your inquiries and ensure that nothing slips through the cracks.

  2. Live Chat Opportunities: In addition to live chat being available through the In-App Support Widget, we've also added a live chat widget in our new Docket Help Center at support.yourdocket.com. This way you'll be able to get help whenever and wherever you need it!

  3. New Support Line Number: To provide a more straightforward and memorable contact option, our support line number will change from 937-900-0818 to 1-888-828-1168. This number will connect you directly to our customer support team.

  4. Knowledge Base Relocation: The Docket Knowledge Base is moving to support.yourdocket.com. This central location will be your go-to place for finding helpful content and updates on all our releases, ensuring you stay informed about what's new with Docket.

Why We're Making These Changes

Our primary goal is to enhance your overall customer support experience. By centralizing support channels and implementing a ticketing system, we can ensure that your inquiries are addressed promptly and efficiently. The new Help Center and its various features will offer a more seamless and transparent support process for all Docket customers.

What's New

  1. Brand New Help Center: Our new Help Center at support.yourdocket.com will serve as a knowledge hub, providing you with valuable content and updates about our products and services. You'll always be in the loop about the latest enhancements and features.

  2. "My Activities" Section: You will have access to a dedicated "My Activities" section, where you can easily track the status of all your support requests. This feature will give you visibility into the progress of your inquiries.

  3. Callback Options: In addition to email, live chat, and phone support, you can now request a callback directly from the Help Center. If you prefer a more personal touch, this option allows you to have our support team reach out to you at a convenient time.

How to Reach Us

We understand that different situations may call for different means of communication. Here are the various ways you can reach our customer support team:

  • Support Hours: Our support is available from 7:00 am through 5:00 pm Mountain time, Monday through Friday.

  • Email: You can email us at support@yourdocket.com for assistance.

  • Support Form: Open the In-App Support Widget in Docket and click on "Submit a Support Request". You can also submit a support request via the Submit a Request button on the Help Center.

  • Live Chat: Open the In-App Support Widget in Docket and click on "Live Chat".

  • Phone: Call us directly at 1-888-828-1168. You can leave a voicemail, and we'll get back to you as soon as possible. Alternatively, you can request a callback at any time.

What about My Open Tickets?

Rest assured, we've got you covered during this transition. Your existing open tickets will be seamlessly transferred to our new ticketing system. Each ticket will be replicated as a "proactive" ticket, carrying over all the details and context. This ensures that we can continue supporting you until they are resolved.

You will receive a notification once your open tickets have been successfully transferred. This way, you can keep track of your inquiries within the new support process.

If you have any questions, please reach out to us through any of the support channels mentioned earlier.

We hope these upcoming changes to our customer support process will make it easier for you to connect with us and get the help you need. Our support team is dedicated to ensuring your satisfaction, and we're excited to offer you an even better support experience with these improvements.

As always, thank you for being a valued Docket customer. We appreciate your continued support, and if you have any questions or feedback, please don't hesitate to reach out to us. We're here to help!

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