Noah M.As a customer of our service, you may encounter some issues or have questions requiring our assistance. In such cases, you can open a support ticket and get in touch with our friendly and knowledgeable support team. But when should you open a support ticket and why is it important to do so?
A support ticket is a way of communicating with our support team through our online portal. You can create a support ticket by logging into your account and clicking on the "Support" tab. There, you can fill out a form with some details about your issue or question, such as the category, priority, subject, and description. You can also attach relevant files or screenshots to help us understand your situation better.
Once you submit your support ticket, it will be submitted to our team and you can track it online. You can use our Client Portal to track the status of your ticket and see the replies from our support team. When you get a reply from our team, you will be sent an email that will include a link for you to reply on the Client Portal.
When should I open a ticket?
Generally, you should open a ticket whenever you need one-on-one assistance with our team. Opening a ticket is the only way to reach our team for support requests at this time.
- You encounter a technical issue that prevents you from using our service properly, such as an error message, a broken feature, a slow performance, or a security breach.
- You have a question about how to use our service or how to access a certain feature or function.
- You need to request a change in your account settings, such as your billing information, your subscription plan, your password, or your personal details.
- You want to report a bug, feedback, or a suggestion that can help us improve our service.
- You have any other concern or inquiry not covered by our help center or our documentation.
Why is opening a support ticket important?
- It helps us resolve your issue or answer your question faster and more efficiently. By providing us with the relevant details and information, we can understand your situation better and offer you the best solution possible.
- It helps us keep track of your issue or question and avoid any confusion or miscommunication. By having a unique ticket number and thread, we can easily follow up with you and keep you updated on the progress of your ticket.
- It helps us improve our service and customer satisfaction. By receiving your feedback and suggestions, we can identify any problems or areas of improvement in our service and work on them accordingly.
- It allows us to ensure that your data is secure and that we're talking with you and not an imposter. Tickets are secured behind your account credentials which allow us to quickly identify your services and information to expedite support. It also ensures that someone isn't pretending to be you.
Why are we always asking for tickets in our Discord?
What a specific question! There are a lot of reasons, but here are the most important:
- Not everybody wants to use Discord. - While Discord is great, it's just not built for support. A lot of our clients don't even use Discord! Locking support behind a chat app just makes it harder for people to reach out to us. We'll continue to use Discord to build a community and facilitate community support because that's what it's best at.
- Discord isn't secure. - While probably not a huge concern to many people, it is a massive liability to use a public unencrypted chat app for confidential communications. Having direct control over the infrastructure where these confidential conversations happen allows us to make sure it's harder for attacks to occur.
- People expect too much. - Discord is a chat app, so people expect live communication. We're a small team and we're often already stretched pretty thin, so trying to maintain 15 chat threads with responses like "it's not working" just isn't feasible long term. People are often more descriptive and patient when using a more formal system like support tickets.
- Tickets are much easier to manage. - Support tickets can be escalated, sorted by status, and just managed in a much easier way for us. The benefit of having searchable and sortable tickets in case of an emergency is crucial to ensure that the right people get the right help.
- Everything is integrated together. - Our ticket system is directly integrated with our Client Portal (and we previously used our own custom solution!). This makes support so much easier for us because we have easy access to all of the relevant information. We can use more personal information in our replies to make them more insightful and can manage all of your information in a few clicks.
While there are many other smaller reasons, these are the main reasons we decided to discontinue Discord support entirely and only use tickets. While we can understand that it may be inconvenient to some, many others prefer the system (including our staff team). Ultimately, tickets allow us to support you better than we could on Discord.