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Tips for Getting the Most out of our Support Ticket Portal

Woolich Racing offers a few different Support features to assist our customers. The Support Center has a wealth of information on a wide range of topics and includes answers to the most commonly asked questions.  This is a great place to start to find information on everything concerned with Woolich Racing.

We also offer 24-hour support Support Ticket system Monday to Friday only (note: no weekend support) which is maintained by our staff located around the world.  At any one time we are answering a lot of different tickets and we always try and respond to you as quickly as possible to resolve any issues you might have.

In order to resolve your issues quickly, we have a number of tips that might help avoid time delays.  Here are some key tips for getting the most out of our Support System, these will help us to help you, so we appreciate if you can take a few minutes to review the information on this page:

  • Support Tickets login
    • A login for the Support Ticket system is completely optional, but might be useful if you have multiple support tickets to keep track of
    • A login is not required to open a Support Ticket, this can also be done by emailing us as described in the next section
    • If you want to log in to the Support Ticket System, note that this uses a separate login to your Woolich Racing Account

      If you wish to be able to login to the Support Tickets, you will need to create a Support account.  You can register on the Support Ticket portal, by using the 'Create an account' link.  See 'Registering an Account for Support Tickets' below for more information.
  • Creating a new support ticket
    • Method 1
      • Use the open a New Ticket link on the WR website.  
      • If you have any issues with this process you can open a new ticket without needing to login, and you can simply reply back to the email that the support system sends you, when your ticket is replied to.
    • Method 2
      • Send an email to support@woolichracing.com
      • This will automatically create a ticket for you under your email as a Guest Account. This allows you to contact us without needing to create an account.

  • Monitoring updates for your open tickets
    • Replies are automatically sent back to the email address used when opening the ticket.
    • Customers can reply back to the email to update their ticket without needing to login anywhere.
    • If you are logged in to the Support Ticket system, you will see all of your tickets and filter by open, closed, etc.

  • What happens when we reply to your ticket?
    • The ticket system will try to email a copy of the reply to the email address used to open the ticket. Due to the possibility that email servers can block email, delivery of email cannot be 100% guaranteed for any number of reasons. 

      Be sure to check your email Spam/Junk folder too, and if you find the support emails, set them as 'not junk' to ensure they go to your inbox in future.
    • If you have created an account for the Support Ticket system then you can log in directly to see all of your tickets.

  • Registering an Account for Support Tickets
    • The Support Tickets account/login is not linked to your main Woolich Racing account, this is because we have a lot of potential customers who use the Support Tickets to ask for more information regarding a particular model, before actually becoming a customer. A full WR account is then not be required to open a support ticket.
    • You will just need to register/create an account for the Support Ticket portal, and a confirmation email will sent, that you confirm your email address with. You can then log in to the support site to see all your tickets. 
    • You can set your account login to use the same email and password as your WR account if you want to.

  • How to view your tickets on the Support Ticket portal
    • Once you are signed in, click Tickets(#) on the menu bar. This shows you your 'Open' tickets, these are tickets that are open and waiting for Woolich Racing to reply to
    • To see tickets that have been replied to already, click Closed(#) on the right hand side
    • Tickets marked 'Closed' or 'Resolved' are tickets that have been completed by the Woolich Racing support team
    • Tickets marked 'Answered' are tickets that Woolich have answered, and temporarily closed, waiting for your reply.
    • You can click on the ticket title, and view the ticket to add a reply. This will automatically re-open the ticket, and notify Woolich that it is waiting in the queue to be answered.
    • You can mark your own tickets as closed if you are happy with the reply/solution given, and do not need to reply back.

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