How to manage a customer support request (CSR)

CSR (Customer Support Request) is the request you have to use if your inquiry is related to a product you bought from Opto Engineering. It is also the starting point in case you think the product you bought has defects which need to be repaired or for which the product needs to be substituted (we call this operation an RMA: Return Merchandise Authorization).

To create it, from the left side of the panel choose the Tickets link and then Open a new ticket (the green button on the main page) and choose CSR.

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Here you will have to fill the mandatory fields (those with a * close to them).

  • Subject: brief summary of the problem
  • Message: description of the problem. The seven hints on the right are just reminders of what you can write ( hover with the mouse above the ? character to see a description of each one of them.
  • Part number: it is the name of the Opto Engineering’s product you want to write about
  • Serial number: the product’s serial number which will be used by our Application Engineers to better understand your problems looking at that specific unit quality reports

Finally click the Send Ticket button

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Once the ticket has been created, it will appear always appear under the Tickets section of the dashboard.

At this point our Application Engineer will review your request and it is also possible that he/she will change the request type (for example if your request is more about a feasibility test or a generic technical support).

Csr 2

You will receive an email notification for every update to your ticket.

Once you enter the Opto Engineering’s customer portal you could see all the answers by going to the Tickets section and by clicking the one you are interested in.

If you need to have other information, you can simply click the Send reply button, which will open a page like the one at the beginning of the section where you can enter your message or files.

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The questions and answers between you and our Application Engineers can go on as needed, but in case it is required to get the product back to Opto Engineering to check it for some defects (RMA procedure), you will receive an email with the documentation needed to send back the product to the branch you bought it from.

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