Support Tips

Of course if you want to help us out and make sure we respond to your issue as quickly as possible here are a few tips to help speed things up:

1. There is no need to put your company name in the subject of your email, or ticket request. Our system is smart enough to route your email through to your account and appropriate SLA and putting the company name in the subject makes it more difficult to see what your issue is about
2. Make sure the subject of your support request gives a brief overview of the issue – 'Change our address on the website' is far better than 'Website update'. Remember it may not always be the same person who deals with your issue, so doing this means our support staff can easily pick out which issues are ones they can solve. Ambiguous subjects tend to get left to senior support staff to allocate and tidy up when they get time – usually once every couple of hours, so this can make the difference between a response in under half an hour to having to wait for two hours before the issue is even looked at.
3. Include as many details as you can in your request. 'When I use Chinese characters the form breaks' is much better than 'the form doesn't work'. If we don't have the details in the first place, all we will do is reply asking for them – we don't mind, but we're sure you like having your issues resolved as quickly as possible and this can often cut resolution times in half!
4. Try not to just blindly forward emails from colleagues or customers, a lot of the time these can be duplicate issues which we have already answered and although we don't mind answering them again, they can quickly eat into your support allocation and mean your could be struggling for time when a major issue needs resolving.