Best Practices to Submit a Support Request
First of all, proceed to a quick search in our help center. You might easily find the answer, without submitting a new ticket. You can use the search bar or browse the articles to do so.
If you can't find the answer to your question, it's time to open a support ticket for assistance!
How to Submit a Support Request
You have two options to do so:
- Use the Contact support button. You must be logged in to the help center in this case.
- Email us at firstname.lastname@example.org.
Please see this article to learn how to track your ticket through the resolution process.
Best Practices to Get a Quick and Accurate Answer
Our support team does its best to resolve your issues in the most efficient way and within the shortest time possible. In order to help them, please find below some best practices for submitting your request.
Structure Your Requests
Please try to submit only one request in your email, so that we can follow up separately on each request and assign it to the right person on our side.
After sending your request via email, if you have any additional information to communicate to us, add a comment to the ticket you already created for this issue. This way, we will have all the pertinent information in one ticket.
If you submit multiple tickets for the same request, this will slow us down in resolving your issue, as we'll have to eliminate duplicates before we can focus on solving your problem.
Choose a Clear and Concise Email Subject
The email subject is the first thing we read when we receive your request via email@example.com. So please make sure the subject describes the problem clearly and concisely to help us sort, prioritize and quickly assign your request to the appropriate person.
Tell us Everything You Know About the Problem You're Encountering
Provide any information that could help us quickly understand the issue you're facing.
In particular, tell us about what you could have already done to try to fix the issue. This way, we'll be able to directly point you to solutions that you haven't tried yet.
A screenshot is worth a thousand words and is very helpful to show us the problem you're encountering.
This often provides us with precious information and prevents misunderstandings regarding the page you are referring to.