🎯 Guide to selecting the right Group while creating a ticket

    When you submit a support ticket through the Mind Spark Technologies Support Portal, you’ll see a Group dropdown menu field.
    This menu determines which specialized support team will handle your ticket.

    ⚠️ Note:
    Not all groups are available to every customer. We configure your visible groups based on the projects and services you have with us.
    If you don’t see a group listed below, it’s because it’s not relevant to your projects with us.

    âś… Group Descriptions & When to Select Them

    1. General

    đź“ť Description:
    For general inquiries, non-technical issues, or administrative requests that don’t fall under a specific product or team.

    đź“Ś When to Use:

    • You have questions about your account or billing inquiries.
    • You need help navigating the support portal.
    • You’re unsure which group to contact, and need basic guidance or triage support.

    2. Products : M EMS

    đź“ť Description:
    This group provides support for the M EMS platform—Mind Spark’s Enterprise Management System, designed for business process automation, enterprise resource planning (ERP), and workflow management.

    đź“Ś When to Use:

    • You need help with M EMS modules, such as Inventory, Sales, Purchasing, HRMS, or Finance.
    • You’re experiencing issues with reports, data entry, user access, or system configuration within M EMS.
    • You have feature requests or improvements related to M EMS.

    3. Teams : Applications : Web

    đź“ť Description:
    This group manages web-based applications developed or maintained by Mind Spark Technologies. It includes web portals, SaaS products, admin dashboards, and custom web solutions.

    đź“Ś When to Use:

    • You need support on a web application that Mind Spark has built for you.
    • You’ve encountered bugs, UI issues, or functionality problems on your web platform.
    • You have feature change requests, enhancements, or performance issues related to your web application.
    • You need content updates or design modifications on your website or web portal.

    4. Teams : Applications : Mobile

    đź“ť Description:
    This group handles mobile applications developed by Mind Spark Technologies, including both iOS and Android platforms.

    đź“Ś When to Use:

    • You’re experiencing issues with your mobile app, such as crashes, bugs, or app performance problems.
    • You need new feature requests, UI/UX enhancements, or updates for your mobile app.
    • You need support with publishing updates on Google Play Store or Apple App Store.
    • You’re reporting syncing issues between mobile and backend systems.

    5. Digital Marketing

    đź“ť Description:
    This group manages all services related to digital marketing, including SEO, SEM, Social Media Marketing, Content Marketing, and Analytics.

    đź“Ś When to Use:

    • You need support with your SEO strategy, keyword optimization, or backlink building.
    • You want to request ad campaign management, such as Google Ads, Facebook Ads, or LinkedIn Ads.
    • You have content creation requests for blogs, social media posts, or email campaigns.
    • You need analytics reports or insights on your marketing performance.

    6. EMS

    đź“ť Description:
    This group supports projects related to EMS (Enterprise Management Systems) other than M EMS, which may include custom Enterprise solutions or third-party integrations managed by Mind Spark Technologies.

    đź“Ś When to Use:

    • You need support on customized EMS/ERP/ Asset Management systems deployed for your organization.
    • You have integration issues with third-party systems, such as CRMs, accounting software, or payment gateways.
    • You’re requesting system upgrades, new workflows, or report customization for your enterprise software.

    ⚠️ Important Notes:

    • If you are unsure about which Group to select, you can always choose General and describe your issue in detail.
      Our support team will route it to the right group.
    • If you need assistance with multiple projects, please submit separate tickets, each assigned to the appropriate group.

    âś… How the Groups Work

    • Each Group is managed by a specialized team of engineers, consultants, or marketers.
    • Tickets sent to the correct Group will be addressed faster and more accurately, since they reach the right experts from the start.

    đź“ť Need Help?

    If you need help selecting the correct Group, contact us:
    ✉️ support@mindsparktechnologies.com
    đź“ž +1 407 900 8610

    Or refer to our General Knowledge Base for more information:
    👉 https://ticket.mindsparktechnologies.com/help/en-us/6-general

    Published