When submitting a request or question for our Support Team, you can do your part to significantly shorten the response time by simply following these guidelines:
- Submit your request or question to email@example.com. We call these emails “tickets” because each one is assigned a unique “ticket number” helping us track the status. Tickets are routed to the most qualified and available support person.
- 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.
- If a request pertains to a student or a group of students, it’s best to include a student ID. No need to include all student IDs or Excel files. Often times a single student example can explain the problem for the entire group.
- Avoid attachments (with exception of images). They require opening them in anther program which slows things down.
- It may be helpful to include a screenshot of a problem. A screenshot serves a thousand words. However even if you include a screenshot, please describe the problem so we know what we are looking at.
- 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 your request. So if you have five requests or questions, fire away five individual emails, don’t think too much about it.
- Avoid extended reply-chains especially if unrelated to the original email that started the chain. It’s often much better to create a new ticket when the number of back-and-forth exceeds five.
- Do not include us on your internal communications. Unless you need us to act, simply delete us from the “Cc” or “To” list.
- Do not send emails to a specific individual at PushCoin. They end up in a “spam queue” and do not get reviewed until much later. Always and only send to firstname.lastname@example.org
- No need to reply with a “thank you” 🙂 I 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.
Happy ticketing and stay safe!