How to Submit a Support Ticket: Your Direct Line to Fast, Professional Service

At Flare Communications, we're committed to providing the fastest, most efficient service possible. That's why we've implemented a professional support ticket system that gives you a direct line to our team—24/7, from any device.

Whether you need emergency electrical service, network troubleshooting, or fire alarm maintenance, submitting a support ticket ensures your request is logged, prioritized, and tracked from start to finish.

Why Use Our Ticket System?

1. Faster Response Times

When you submit a ticket, it immediately enters our system and is automatically assigned to the right technician based on the issue category and priority level. No more waiting on hold or leaving voicemails—your request is logged instantly and routed to the appropriate team member.

Our system also triggers automatic notifications to our staff, ensuring urgent issues get immediate attention even outside regular business hours.

2. Automatic Priority Assignment

Not all service requests are equal. Our ticket system uses intelligent priority assignment:

• Urgent: Power outages, fire alarm failures, critical network downtime (Response: Immediate)
• High: Partial system failures, safety concerns (Response: Within 4 hours)
• Medium: Non-critical repairs, scheduled maintenance (Response: Within 24 hours)
• Low: Consultations, quotes, general inquiries (Response: Within 48 hours)

This ensures that emergency situations receive immediate attention while routine requests are handled efficiently.

3. Complete Service History

Every ticket creates a permanent record of your service request, including:

• Initial problem description
• Photos or documents you upload
• All communications with our team
• Work performed and parts used
• Final resolution and follow-up notes

This history is invaluable for warranty claims, recurring issues, or simply understanding what work has been done on your systems over time.

4. Real-Time Status Updates

No more wondering "Did they get my message?" or "When will someone come out?" Our ticket system provides:

• Email notifications when your ticket status changes
• Transparency into where your request stands
• Estimated response times based on priority
• Direct communication thread with assigned technician

You can check your ticket status anytime by logging into your customer portal.

5. Better Communication

The ticket system creates a centralized communication thread where you can:

• Add additional details or photos
• Ask follow-up questions
• Receive updates from technicians
• Approve quotes or schedule appointments

Everything stays in one place, eliminating the confusion of scattered emails, texts, and phone calls.

6. Attach Photos and Documents

A picture is worth a thousand words, especially when diagnosing technical issues. Our ticket system allows you to upload:

• Photos of the problem
• Error messages or system displays
• Equipment labels or model numbers
• Existing documentation or diagrams

This helps our technicians arrive prepared with the right tools and parts, reducing the need for multiple visits.

How to Submit a Support Ticket

Submitting a ticket is quick and easy:

Step 1: Visit Our Support Page

Go to flarecomm.com/support and click the "Submit a Ticket" button.

Step 2: Provide Your Information

Fill in your contact details:

• Name
• Email address
• Phone number
• Company name (if applicable)

Step 3: Describe Your Issue

Select the appropriate category:

• Network Infrastructure: Cabling, network equipment, camera systems
• Electrical Services: Power issues, panel upgrades, solar systems
• Fire Alarm Systems: Alarms, monitoring, inspections
• General: Questions, quotes, consultations

Then provide a clear title and detailed description of your issue. The more information you provide, the better we can help.

Step 4: Set Priority Level

Select the urgency:

• Low: General inquiries, routine maintenance
• Medium: Non-critical issues that can wait 24 hours
• High: Problems affecting operations but not critical
• Urgent: Emergencies requiring immediate attention

Step 5: Upload Attachments (Optional)

Add any relevant photos, documents, or files that will help us understand the issue.

Step 6: Submit and Track

Once submitted, you'll receive a confirmation email with your ticket number. You can track progress by logging into your customer portal or by clicking the link in any status update email.

When to Call Instead

While our ticket system is ideal for most situations, you should call us directly at (636) 391-7530 for:

• Life-threatening emergencies (call 911 first, then us)
• Active electrical fires or hazards
• Complete power loss to critical systems
• Fire alarm system failures in occupied buildings

For these critical situations, immediate phone contact ensures the fastest possible response.

Ticket System vs. Traditional Methods

| Feature | Support Ticket | Phone Call | Email | |---------|---------------|------------|-------| | Available 24/7 | ✅ Yes | ❌ Business hours only | ✅ Yes | | Automatic priority assignment | ✅ Yes | ❌ Manual | ❌ Manual | | Attach photos/documents | ✅ Yes | ❌ No | ✅ Yes | | Track status in real-time | ✅ Yes | ❌ No | ❌ No | | Complete service history | ✅ Yes | ❌ Limited | ⚠️ Scattered | | Guaranteed response time | ✅ Yes | ⚠️ Depends | ❌ No |

Tips for Effective Ticket Submissions

Be Specific

Instead of "Network is down," try "Unable to access internet on all devices in Building A since 9am. Network switch shows red error light."

Include Error Messages

If you're seeing error codes, warning lights, or system messages, include the exact text or take a photo.

Note What Changed

Mention if the problem started after a storm, power outage, recent work, or equipment changes.

Provide Access Information

Let us know about locked areas, access codes, or special entry requirements to avoid delays.

Set Realistic Priorities

Reserve "Urgent" for true emergencies. Overusing high-priority flags can delay response to genuine emergencies.

Customer Portal Benefits

When you create an account to submit tickets, you also gain access to:

• Service history: View all past tickets and work performed
• Equipment records: Track warranties, maintenance schedules, and system details
• Invoices and quotes: Access billing documents anytime
• Scheduled maintenance: See upcoming appointments and service dates
• Direct messaging: Communicate with your assigned technician

We're Here to Help

Our ticket system is designed to make your life easier, not more complicated. If you ever have questions about submitting a ticket or prefer to call, we're always happy to help at (636) 391-7530.

For non-emergency service requests, quotes, or general questions, the ticket system provides the fastest, most efficient way to get the help you need.

Ready to submit your first ticket? Visit flarecomm.com/support and experience the difference professional ticket management makes.

Flare Communications has been serving St. Louis, Metro East Illinois, and Central Illinois since 2000 with professional network infrastructure, electrical services, and fire alarm systems. Our support ticket system ensures you get fast, reliable service whenever you need it.