When submitting a request or question for our Support Team, you can do your part to significantly shorten the response times by following these simple guidelines:

  1. Submit your request or question to ask@pushcoin.com. Emails are routed to the most qualified and available support person.
  2. Brevity is key. Imagine you are a pilot talking to an Air Traffic Controller; short and precise requests will get the message across just fine.
  3. If a request pertains to one or more students, include a student ID. There is no need to list tens of student IDs. Often a single student can explain the problem for the entire group.
  4. Avoid attachments (with exception of images). They require opening in another program which slows things down.
  5. It’s often helpful to include a screenshot of the problem, after all an image serves a thousand words. Even if you include a screenshot, don’t forget to describe the problem so we know what we are looking at.
  6. Separate each request in an individual email, don’t batch them up. This way we can process the requests in parallel and track their individual progress. There is also a lower risk of us missing a request. So if you have five requests or questions, fire away five individual emails, don’t think too much about it.
  7. Do not include PushCoin on your internal communications. Unless you need us to act on a request, simply delete us from the “Cc” or “To” list.
  8. Do not send emails to a specific individual at PushCoin. They end up “quarantined” and do not get reviewed until much later. Always send to ask@pushcoin.com
  9. No need to reply with a “thank you”, really. We know it may sound “cold” but it’s our job to help you and we love what we do! The fewer the responses we have the quicker we can start working on the next ticket.

Thank you for reading this article! You have already made a difference 🙂