1. Every feedback or inquiry from merchant either from Dashboard or senangPay Sales web will be streamline into Zendesk.

2. This will enable our support team to focus and answer all merchant’s inquiry and feedback efficiently.

A. Feedback Timeline

Each inquiry / feedback will be answered based on our response time. However,

1. If there is no response from merchant after 10 days on the PENDING ticket, the ticket will be automatically SOLVED.

2. Nevertheless, merchant can still continue the conversation on the same ticket after the ticket is SOLVED and the ticket status will become OPEN.

3. The SOLVED ticket then will be automatically CLOSED after 28 days idle.