TeachOnMars

As we continue to integrate our support teams, our number one priority is making your support experience smoother, more transparent, and significantly faster.

To help eliminate the initial "back-and-forth" email exchange and get our engineering teams working on your solutions immediately, we have rolled out three key updates to our Support Portal and ticket submission forms.

1. New Field: Impacted Users

When opening a new support ticket, you will now see a mandatory field asking for the number or scope of Impacted Users.

• Why we added this: Software issues are rarely binary. By understanding exactly who is affected right from the start, our team can contextualize the issue immediately, bypass standard diagnostic questions, and route your ticket to the correct specialist on the first try.

2. New Field: Business Impact

We have introduced a dedicated Business Impact section to the ticket creation form.

• Why we added this: We want to understand the urgency of an issue from your perspective, not just a standard severity definition. This field allows you to explicitly state how the issue is affecting your day-to-day operations, ensuring our team can prioritize what matters most to your business continuity.
  
  💡 Tip for Submitting Tickets: Providing specific details in the Impacted Users and Business Impact fields allows our tier-2 and tier-3 teams to pick up your ticket instantly without waiting for additional clarification.

3. Migrated Status Page & Incident Subscriptions

We have successfully migrated our real-time system status tracking to a new platform. You can now view live system health and historical uptime at https://status.teachonmars.com/posts/dashboard.

• Never Miss an Update: Please complete this form to subscribe to product status updates.
• Why use it: By subscribing, you will receive automatic notifications whenever a product incident is identified, updated, or resolved. This allows your team to stay informed in real time without needing to open a support ticket to determine whether a service disruption is already known and being actively addressed.

Our Ongoing Commitment

These portal and ticketing enhancements are the first of several planned initiatives designed to improve your support experience. We continuously review customer feedback and monitor our support performance to ensure these changes reduce friction, improve communication, and help us resolve issues more efficiently.

If you have any feedback regarding these new fields or our support process, please feel free to reach out to our team.