Ticketing System

Voradian Internal Ticketing System

Voradian uses a highly effective, state-of-the-art ticketing system for managing external and internal tickets across different queues or categories within our Support Center.

All Customers are required to process support requests and questions thru our ticketing system for tracking and accountability between the various support structures. Additionally, ticketing system provides a way for archived support requests to be reviewed to determine a pattern of recurring specific issues, if any, and to investigate root causes and proactively monitor and issue fixes.

Voradian utilizes two primary ticket queues; Support & Ports

The 'Support' queue is the default and catch-all ticket queue for the Customer Support Center. Our Support staff is qualified to assign or escalate any question which may arise within this queue. 

The 'Ports' queue is primarily for LNP (Local Number Porting) requests or questions, port out notices, CNAM (Outbound Caller Name Storage), DL (Directory Listing) and special order DID (Direct Inward Dialing) requests.

Customer choices for Ticketing Email Communications

1. Open a ticket directly from the Help Desk Console

2. Send an email to support@voradian.com, which will automatically be turned into a trouble ticket in our support system.

Opening Tickets

A customer or an authorized representative of the customer may open a ticket with Voradian in one of four ways:

1. From the Help Desk Console main page, a user can open a ticket by selecting 'Submit Ticket' and selecting 'New Ticket' within the self-service portal. All tickets open thru the Help Desk Console will be created within the Support Queue.

2. Send an Email directly to either 'support@voradian.com' or 'ports@voradian.com'. Upon receipt, a ticket within the respective queue will be created, and you should receive an automated reply message.

3. The Voradian Customer Support Center is available by telephone Monday through Friday from 8 AM - 8 PM Eastern Time, and on Saturday 8 AM - 4 PM for Standard Support. The Center is closed on Sunday and on all major Federal holidays. Call us at 678-797-7300. If you are calling after telephone support hours, please leave a message. We will open a ticket for you and reply by email with status updates. Service affecting issues are always handled expeditiously and will receive a return phone call. Emergency Support for Service Impacting issues are available 24 hours 7 days a week, including holidays. 

4. You can also reach Voradian Customer Support Center by support chat from the Voradian website located at voradian.com. Support technicians are available by Support Chat Monday through Friday from 9:00 A.M through 5:00 P.M Eastern Time.