United Parcel Service - Wikipedia

MARKEN TOMS FRESHDESK

 

Best Practices for Submitting Support Tickets

To help us resolve your issues as quickly and efficiently as possible, please follow these guidelines when submitting a ticket through the TOM Marken Customer Portal.

1. Check TOMS Full Access First

Before creating a ticket, please log in to TOMS Full Access to see if:

  • An updated status and ETA is already posted

Often, you’ll find the answer right away—saving you time and keeping your work moving without waiting for support.

2. Log In to the Portal

  • Submit tickets through the Customer Portal rather than by email when possible.
  • This ensures you can track status, view past requests (duplicate tickets), and view updates clearly (formatting).

3. Choose the Correct Ticket Categories 

  • Select the ticket escalation types that best describe your issue.
  • The right categories helps us route your request to the correct team and track trending concerns. 

4. Use a Clear, Descriptive Subject Line

Good example: “No Recent Scans Critical Package Undelivered”

5. Provide Complete Details

The more context you share, the faster we can help. Please include:

  • Description of the issue

 

  • Impact
  • Expectation 
  • Documents attached 

6. One Issue per Ticket

  • Submit separate tickets for unrelated issues.
  • This prevents confusion and allows us to resolve each item quickly and track properly.

7. Keep Communication in the Portal

  • Reply directly in the portal instead of creating new tickets.
  • This ensures all history stays in one place for faster resolution.

8. Track Your Ticket

  • You can log in anytime to check status, add updates

Remember: Checking TOMS Full Access before submitting a ticket is often the fastest path to your answer. When you do need to open a ticket, following these best practices ensures quicker response times and smoother support for everyone.