As you may have already discovered, you can contact us anytime on email@example.com, or through the pink circle at the bottom right of any page. I thought I’d write up how this system works so you know what goes on behind the scenes, and how you can get the best out of it. I’m quite proud of it, and I think we give good support. Do let me know if that’s not your experience.
When you email firstname.lastname@example.org, it goes to a special inbox in our help system. All of us in the support team can see your message (admittedly we’re a small team of two right now). When either of us logs in to the help system, we see three lists of emails – “new”, “mine”, and “taken”. My first priority is going through “mine” (conversations that have already started and I’m in the middle of dealing with) to see if I’ve had any replies from you with information I’m waiting on, or if you’ve sent through Participant or Staff details. Next, I tackle “new” in reverse order, so oldest first. After that, I’ll have a quick check on conversations that Lou is already dealing with. As she only works part time I’ll see if there are any replies I can finish off for her. So that’s why you might sometimes have a support request that has both of us involved.
There are a few things you can do to make sure you get help quickly and make it easier for us to help you.
- Have a good clear subject line. In a few words describe the problem or purpose of your message. For example “please help” is very polite, but “I can’t log in” gives us a much better idea of what is going on!
- Start a new email for a new problem. If you reply to a support email after it’s ‘closed’ or solved, it opens back up again in our “mine” box. This means that you won’t necessarily get a response as quickly as if it was a new email that went to the shared “new” box. It also interferes with my ‘productivity-related coffee break’ scheme!
- You’re not being silly or stupid. We get quite a lot of emails saying “I’m probably just being silly but…” I do it myself when I’m sending support messages! From this side of the keyboard, I think that nothing is a silly question. If you don’t know how to do something then it’s my fault for not putting it into the training or Documentation. So ask away 🙂
- Comedy and movie quotes bump you up the list. Not really. But it keeps me amused!