When should I submit a Zendesk ticket vs. a Case for Support?

When you are looking for Support from the Synctera team and are deciding whether to submit a Zendesk ticket or a Case, please follow the guidelines below:

1. Zendesk: Should be your go-to for:

• Day to Day Processes: Any inquiries related to the daily use of the Synctera Product.

• Technical Bugs and Reports: If you encounter any technical issues.

• Feature/Enhancement Requests: When you have suggestions to improve our product.

2. Cases: Ideal for submissions and requests such as:

• KYC/KYB Documentation Submission: For all matters related to Know Your Customer/Business documentation.

• Marketing Materials Submission: When you need to submit marketing materials for approval.

• Bank Approvals: For any limit and rule changes requiring bank approval.