It is important to include critical details when you email us to get support. This article can help you write a quality email when requesting support from us as the details you include is one of the main factors in determining how long it takes us to help you resolve your issue.
One Issue, One Email
This is a very important rule. Please send only one email per issue. This helps our ticketing system to organise your issues in better way and prevents multiple support staff from working on the same issue.
While it is possible for us to merge multiple tickets into one, we still recommend sending only one email per issue to prevent delays in resolving your issue.
Don't Leave Out Details
It is crucial to include details that will help our support staff understand your issue better. For example:
- Your domain name: If your issue relates to a domain name, ensure you include it in your email.
- Affected email addresses: If you are getting support for an email account that we host for you, include the email address (or addresses if requesting support for multiple email accounts) in your email.
- Usernames: If your issue relates to a specific username or a group of usernames, ensure you include these, too.
- Screenshots: Visual references can help our support team understand your issue quicker. If you can take screenshots of any issues or error messages you get, please include them in your email.
- Error codes: If you get an error code when trying to perform an action, please include this in your email. Error codes help our support team members pinpoint the issue quicker.
- Steps you took: Please also include the steps you took before you faced the issue, for example if you were just trying to log in, save a record, or send an email, etc. Sometimes, this can help our team members to reproduce the error.
- Logs: If you can, including logs help our team members find out the exact issue. This may not be an option in every case and we recommend you take caution when attempting to extract system or app logs.
Our Response
When you send an email, our helpdesk system automatically creates a ticket. This helps our support team members to work on your issue in a more efficient way.
You will receive an automated email confirming we have received your request and it will be reviewed. The automated email looks something like this:
It is important to keep this email for your records as it contains your ticket number. You will need your ticket number when communicating with our support team about your request.
One of our support team members will then review your request and get back to you within the indicative time frames. You will receive our response via a reply email.
We May Call You
If your issue cannot be resolved over email, one of our support technicians may reach out to you to make an appointment for a phone call. We will let you know if we need to do this.