Your Account Team
The Your Account Team section is a dedicated space for conversations with your DTC account manager. This is separate from technical support tickets and is meant for discussions about your account, services, contracts, or anything that isn't a break/fix issue.
Accessing Your Account Team
Click Your Account Team in the navigation bar (the exact label may vary depending on your organization's setup). You'll see:
- Your account manager's name, title, and email at the top
- Open conversations that are currently active
- Closed conversations from past discussions
Starting a New Conversation
- Click the New conversation button.
- A form will pop up with your account manager pre-selected.
- Enter a Subject describing what you'd like to discuss.
- Add Details with any context or background.
- Fill in any additional fields that appear.
- Attach files if needed.
- Click Start Conversation.
Your conversation will be created and your account manager will be notified. You can track it just like a support ticket.
What to Use This For
Account team conversations are a good fit for:
- Questions about your service agreement or contract
- Requests to add or change services
- Discussions about upcoming projects or office changes
- Feedback about your overall experience with DTC
- Anything that isn't a technical support emergency
For urgent IT issues (computer down, network outage, etc.), use Service Tickets instead so the support team can respond quickly.
Replying to a Conversation
Click any open conversation to view the thread. Type your reply in the reply box and click Send Reply to add your response. You can also attach files to your replies.