Here are some helpful tips that give us the best opportunity to help you quickly:
When you send an email to email@example.com and we respond --- DO NOT change the subject line
- Our system uses the subject line as the unique identifier to keep all relevant responses threaded together
Do not forward either yours or our communications to your ticket to another email address --- add them to the CC: in your response instead and they will be included in responses going forward and can join the discussion if they want to.
- Forwarding changes the Subject line, and breaks message threading. If the person you forward to responds to that message, it will create a new ticket. We are usually pretty good at getting these and merging them back into the main thread/ticket, but we've had instances where several people who were not included on the original issue, would respond to forwards and that ends up creating multiple responses in multiple tickets and that will most certainly cause delay
When emailing the Helpdesk, provide as much information that you feel would be helpful, even if it might be too much:
- Let us know what property or website your issue is about --- often times we are unable to get started on an issue because the reporter did not tell us who was having the problem
- Try to avoid general statements like 'my website is down' or 'link is broken' without going into detail how these were experienced. Our ability to help you quickly is heavily reliant upon how much information you provide
- Provide direct link to the issue when possible, help us focus our troubleshooting where the issue is happening
- Check our Solutions Portal to see if your issue is addressed there. Check back occasionally for updates or new articles.