We had started a new support system in 2020, TeamLeader. Anything you send to support.na@hsbcad.com will automatically create a ticket and hopefully be a bit more transparent for both users and technicians. It also allows us to more easily track conversations and associated files.

We have had several cases of clients finding that their ticket interface was in Dutch; we have only recently discovered this is a setting on your client profile. So if you click on the ticket link and the website is not in English, just let us know and we can make that switch easily.

It is not an ideal system, we are still researching other solutions. However, it should prove much more useful than the previous email only procedure.