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Support Updates for Customers

Written by Trish Griffin
Updated today

Support Updates for Customers

At GovWorx, we strive to not only provide incredible products but to back them with a team that cares deeply about your success. To better serve you, we are excited to announce several enhancements to our support experience, including new ways to get in touch, extended hours, and a few familiar faces to help you along the way.

Meet Your Support Engineers

We are proud to officially introduce Amy and Mark, our dedicated Support Engineers. Whether you are sending an email or starting a chat, Amy and Mark are the experts behind the screen, ensuring your technical needs are met promptly.

Ways to Connect with Support

We’ve expanded our reach so you can get help exactly how you need it:

  • Live Chat: Access the chat icon in the bottom right corner of your screen to speak with our team instantly during office hours. Only support users have access to this chat icon. If you or someone at your PSAP needs access to this icon, please let us know!
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  • Email: Reach out anytime at [email protected]. Your inquiry routes directly to our support engineers.
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  • Phone Support: You asked, and we listened! You can now reach us at 866-721-9038. We’ve implemented a solution to ensure you reach a live person whenever possible, not just an answering service.
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  • Your GovWorx Representative: Issues can still be routed through your Customer Success Manager or Onboarding Consultant.

Enhanced Ticket Visibility

We are opening up our Ticket Portal to give you full transparency. You can now track the state and progress of your active tickets directly through the CommsCoach app by clicking the chat icon. If a GovWorx team member creates a ticket for you, you’ll see the updates right there.

Extended Support Hours

To better support our Mountain and Pacific time zone customers, we have extended our availability:

  • New Hours: 8:00 AM – 8:00 PM CT
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  • Previous Hours: 8:00 AM – 5:00 PM CT

Thank you for being our country’s First First Responders and ensuring that everyone who needs help gets it. If you have any questions regarding these updates, please feel free to reach out to me directly at [email protected].

Best regards,

Lance Elicker - VP Customer Experience

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