Here are some helpful tips that give us the best opportunity to help you quickly:
- When you send an email to firstname.lastname@example.org and we respond --- avoid changing the subject line
- Our system uses the subject line as the unique identifier to keep all relevant responses threaded together
- Avoid forwarding our dialogue with you to another email address --- instead add them to the CC: in your response and they will be included in responses going forward and can contribute if they wish.
- 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. It is much easier to help troubleshoot an item that we can reproduce, and your input helps make that all the more possible:
- Let us know either the 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. If you are able to provide a direct link, please do so
- Try to avoid general statements like 'my website is down' or 'link is broken' without going into detail how these were experienced. These instances produce warnings/reasons which may be helpful to resolving your issue quickly
- Check our Solutions Portal to see if your issue is addressed there. Check back occasionally for updates or new articles.