We take great pride in our ability to support our clients and strongly believe that our clients deserve quick and accurate support. With that in mind, we have created a support process that is both efficient and effective.
The following support methods are presented in order of response time, with the fastest listed first.
- Visit Support.TotalRegistration.net (or click the Support tab in the top menu when logged into your TR account). This will take you to our help center. The help center is searchable and provides answers to many of the common questions. Finding your answer here is by far the quickest way to get assistance with your questions, as the solution is instantaneous without waiting for a human response. In addition, many of our help center items include screenshots that visual learners find invaluable.
If you do not find the answer to your question in our help center, click the "Submit a Request" link in the top right corner to quickly compose and send a support ticket. We will look into your issue, and one of our staff will reply with a solution promptly. - Send an email to Support@TotalRegistration.net. This will create a support ticket in our ticketing system. Please let us know your name, school name, and your detailed question when sending a ticket. If the issue involves a particular student, be sure to provide the student's first and last name so that we can look at the issue first-hand and provide an accurate initial response.
- Call Total Registration. You are always welcome to call Total Registration. We will answer your call as we are available, but like you, we cannot take an incoming call when we are busy helping another client. Our phone number is listed at the bottom of all the pages when logged in. When calling, be sure to select option 2 for support. If your call is directed to voice mail, it means we are already helping another client. When leaving a voicemail, be sure to include your name, school name, a detailed question, and the student's name in question if appropriate. Typically, we will turn your voicemail into a ticket, and you will receive a response via email.
Over our 18 years in business, we have found that the vast majority of support requests are submitted via our ticketing system. In response, we have dedicated more resources to answering support tickets. As a result, we are proud of our response speed, typically less than 15 minutes compared to the industry average of 20 hours.
We understand that some clients prefer the phone but want to "make the case" as to why support tickets are more effective.
- Many common questions are included in our searchable Help Center, allowing users to find the answer quicker than they can email a question. It doesn't get any faster than that.
- With support ticket responses, we can often include help center items offering clear, step-by-step directions. We also can include screenshots, and, as they say, a picture is worth a thousand words.
- Support tickets allow us to look into the particular issue, especially when details are provided, to provide a helpful, accurate, first response. This minimizes the back and forth communication.
- Our clients are very busy, having "regular jobs" in addition to being exam coordinators. As such, we do not keep client’s calls in a holding queue until we can answer as many other companies do. We, too, have been on "hold" for 30 minutes with vendors, and it is not a productive use of anyone's time. Additionally, since our clients are very busy, they often cannot take our return call when we call back from a voicemail, prolonging the time to resolution.
- Both TR and our client schools have multiple personnel involved in the registration process. Running everything through the support tickets allows all parties to be informed. All TR staff can view the past ticket information, allowing schools to receive a response from the first available TR staff. Since our responses are sent to clients as emails, they can be easily shared with other staff involved in the exam registration process. Other users can even be added to the ticket (anyone cc'd on the support email is attached). When we talk on the phone, it is one-on-one communication, leaving other TR staff and school staff "out of the loop". This oftentimes causes confusion on both ends, delaying resolution.
Thanks again for allowing Total Registration to simplify your exam registration.