JULY 21, 2025 | All Concerns Must Now Be Submitted via Helpdesk Portal

JULY 21, 2025 | All Concerns Must Now Be Submitted via Helpdesk Portal

Helpdesk Process Update:
All Concerns Must Now Be Submitted via Helpdesk Portal

Dear Valued Clients,

Effective July 28, 2025, all support requests must be submitted through the BizBox Helpdesk Portal. We will no longer process requests sent directly to helpdesk@bizbox.ph
.

This change is part of our ongoing effort to improve the efficiency and accuracy of our support services. We have observed that concerns sent through direct email often result in:

  • Duplicate tickets, especially when replies are sent as new emails
  • Scattered communication threads, making it harder to track concerns properly
  • Delayed resolutions, due to missing categorization or incomplete information
  • Unmonitored updates, especially when emails come from senders outside the original thread
  • Increased risk of spam messages entering ticket threads, which may add unnecessary load/queue and result in missed or overlooked concerns.

To avoid these issues and ensure faster, more reliable support, all requests must now be submitted through the official Helpdesk Portal:

Benefits of using the Helpdesk Portal:

  • Real-time tracking of your ticket status
  • Centralized conversation and complete ticket history
  • Proper ticket routing to the right support team
  • Prioritized handling through structured ticket categories and priorities

Important Reminder on Ticket Follow-Ups

In line with this Helpdesk process update, we would also like to emphasize the importance of keeping all follow-ups centralized within the official Helpdesk Portal ticket thread.

While we understand that some facilities may have previously used other channels—such as Facebook comments or group chats—for updates, please be informed that effective immediately, follow-ups made outside the Helpdesk Portal will no longer be accommodated.

Additionally, please do not create a new ticket for an existing concern. Doing so may cause delays, as it separates the conversation history and disrupts proper escalation. All updates, follow-ups, and replies must be made within the original ticket thread to ensure your concern is properly tracked and resolved.

This is part of our commitment to streamlining support operations and ensuring a more efficient and reliable service for all our clients.

Need Access to the Helpdesk Portal?
If your facility has not yet been registered, kindly send a request to response.team@bizbox.ph. Please include the following information:

• Facility Name
• Address
• Contact Number
• Email Address
• User’s Name
• Designation

Note:
You may register up to 5 authorized users per facility. We recommend assigning this to your IT staff, system administrator, or admin personnel to ensure proper handling of technical concerns.

We appreciate your cooperation as we transition to a more structured and efficient support process. Thank you for your continued trust.

Best regards,
Bizbox HD Team