As part of CustomsMatters commitment to continuous customer service improvement, a new issue/query logging service is being introduced to ensure issues raised are dealt with in a timely and efficient manner for customers.

Customers are requested to email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it when an issue arises, and the CustomsMatters staff can manage the incident from inception to closure, saving customers time in resolution. Each time an email is logged with CustomsMatters Helpdesk, the originator will receive an email indicating the Ticket ID which has been allocated to that issue/query. We would appreciate if you could refer to the relevant Ticket ID when contacting CustomsMatters as this will help us to identify your issue/query more quickly.

New Email Support service will benefit CustomsMatters and our customers in:

• Assigning - Problems are assigned based on any number of attributes of the problem, but primarily this is done using configuration item, escalation, and priority of the problem.
• Email Notifications - Sent at different phases in an incident's lifecycle.
• Escalations - Escalations can be defined based upon the attributes of the problem. Notifications and assignments can be changed as the problem is escalated based on its associated Service Level Agreement.
• Reporting - Trends, graphs, charts, and lists showing different perspectives of your problems.
• Automatic Incident Closure - When a problem is closed, all related incidents can be configured to close through business rules.

For further information on support or to discuss tailored support options, please feel free to contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it