Quality support is only the beginning of what makes a customer support experience smooth and effective. Getting the most out of our team to resolve your queries and issues with haste is something we need to work together on.
So here’s how you can maximise your customer support experience through some simple steps to help us in helping you – quick, and painlessly.
Using the right channel for maximum impact
We love to hear from our customers – but connecting with us outside of the ideal channels for support problems is guaranteed to fragment and slow down our response.
Creating a ticket is the typical – and most efficient – method for getting a prompt response to your query. This format provides our team with a perfectly formatted document that helps us streamline your question through our support system for an optimised response time.
Alternatively, there may be situations where you need to reach out to our team directly.
Contacting via our support email is the best address to reach us, but to ensure that you are optimising your experience and minimising back and forth, its important to provide the right details. Use our PDF templates attached to our support article to ensure you follow the best format.
One Issue = One Ticket
Handling multiple issues in one ticket can slow things down. Instead, submit a separate ticket for each specific problem – this helps our team address them more efficiently and effectively.
Keep all correspondence within the same email chain – otherwise things are bound to become confusing.
Writing for support
There are some best practices to boost your clarity and augmenting our support team’s ability to get back to you with information to help you, in a timely manner.
Taking a bit of time to write a well-chose subject line makes everyone’s lives a bit easier. Being able to ascertain the scope of the query without needing to get back to you for additional context immediately removes one email from the potentially lengthy chain!
And this has a culminative impact – if everyone does this, it is also easier to search for similar cases in the future with matching keywords in the subject line.
Be thorough – provide full context
The more complete your description, the faster we can diagnose and resolve the issue. Helpful details include:
- A clear statement of what you were trying to do and where in the software the issue occurred
- Screenshots or even screen recordings—just make sure they’re clear, legible, and show the full
- Your account identity or organisation—so the support team can assist you more effectively.
What happens next
Once submitted, your ticket enters our support workflow – prioritised and routed to the appropriate team. If you’ve included all necessary details and context, our team can work swiftly toward a resolution.
Quick checklist: submit a support request the right way
| Step | Action |
|---|
| 1 | Submit via Create a Ticket (or use our email templates) |
| 2 | Submit one issue per ticket |
| 3 | Write a clear, concise subject line |
| 4 | Include full context + screenshots for faster resolution |
By following these steps, you’ll help us help you—creating a smoother, quicker support experience for both of us.
For more information – check our support article on the topic