When you are looking for Support from the Synctera team and are deciding whether to submit a Zendesk ticket or a Case, please follow the guidelines below:
  1. Zendesk: Should be your go-to for:
  • Day to Day Processes: Any inquiries related to the daily use of the Synctera Product.
  • Technical Bugs and Reports: If you encounter any technical issues.
  • Feature/Enhancement Requests: When you have suggestions to improve our product.
  1. Cases: Ideal for submissions and requests such as:
  • KYC/KYB Documentation Submission: For all matters related to Know Your Customer/Business documentation.
  • Marketing Materials Submission: When you need to submit marketing materials for approval.
  • Bank Approvals: For any limit and rule changes requiring bank approval.