JusticeONE Customer Support Request Methods

JusticeONE provides four official channels for requesting customer support, all of which are staffed 24/7, including holidays. To ensure prompt and efficient service, please refrain from submitting support requests through any other methods, as they are not monitored around the clock and may not be reviewed for several hours or even days.

Below are the available support request methods, listed in order of response speed and accuracy:

1. Submit a Ticket via the Customer Support Portal

• The fastest and most efficient way to request support is by submitting a ticket through the Customer Support Portal: JusticeONE Support Portal.
• You can also access the portal by visiting JusticeONE Support Website and selecting "Access Customer Support."
• This method ensures that support agents receive the most relevant information in the shortest amount of time.
  
• Please ensure that all information is correct, especially if the form contains any pre-populated information.

2. Call Our Call Center

• Dial 866-530-1452 to reach our call center.
• Please note that call center representatives do not work directly for JusticeONE and cannot assist with troubleshooting or inquiries. They will document your request and create a support ticket on your behalf using the method above.

3. Email Customer Support

• You can submit a request by sending an email to support@justiceone.zohodesk.com with a detailed description of the issue and your contact information.
• Please allow additional time for processing, as our team may need to extract and format relevant details before beginning work on your request.

4. Use the In-Product Support Forms

• Support forms are available directly within the JusticeONE Mobile and JusticeONE Web platforms.

Guidelines for Efficient Support Resolution

• Be Descriptive: Please provide as much detail as possible on the initial request.  Support agents have varying areas of expertise, so the more detail we have, the more likely we are to be able to assign your issue to the agent who can best help you resolve it.  We triage tickets, and those with very little or no detail included may be deprioritized to others deemed to be more serious or urgent in nature, resulting in a longer response time.
  
• 1 issue = 1 ticket: We cannot effectively track any issue without a ticket.  While support agents can create additional tickets as they communicate with you, creating a single ticket with multiple issues is a recipe for misunderstanding.
  
• Create a ticket as soon as possible once the issue is noticed: Issues are often transient in nature, and what is happening now may not be what happens at a later time.  Additionally, issues can be machine or user specific.  We recommend that the individual using the system when the error occurs contacts us immediately, preferably while the system in question can still be observed in the errored state, on the same machine and under the same user who experienced the issue in the first place.  We understand that safety and scheduling can take priority, but any delay in reporting decreases the chances of us resolving your issue in a satisfactory time period.
  
• Agent Contact: A support agent will reach out to you via phone or email as soon as they are available to process your request. To prevent delays, please add support@justiceone.zohodesk.com to your email contacts to avoid messages being marked as spam or junk.
  
• Phone Communication Preferences: If you require a phone call, please specify this in your request. Otherwise, agents will choose the most efficient communication method based on the nature of the issue.
• Availability for Contact: Avoid submitting a request when you are unavailable. Our team will attempt to contact you multiple times as soon as an agent can work on your request. If we are unable to reach you, the request may be closed as "No Contact."
• Provide an Accessible Phone Number: Ensure that the phone number you provide:
  • Does not block or filter commercial calls.
  • Is one you can be reached at when submitting your request.
  • Is not automatically forwarded to voicemail or another agency (e.g., a 911 center).
    
• Use Official Support Channels: Only use the support methods listed above. Other forms of contact are not monitored 24/7 and are not tracked for accountability, which may result in delays or missed requests.
• Ticket Confirmation: Except for in-product support forms (option 4 above), you will receive a confirmation email containing a ticket number once your request has been accepted into our system.

By following these guidelines and using the appropriate support channels, you help us provide timely and effective assistance.