In 2019 we launched a robust support ticketing system that allows clients to submit tickets to various team members when they have issues or questions. This system has become wildly popular and utilized among our clients but we wanted to post something quickly to provide some helpful hints to get their support tickets answered as quickly as possible.
Support tickets should be submitted when you have questions about how to perform a task or when something isn’t working as expected. Try to be as detailed as possible in your support tickets, including link(s) where the issue occurred, recreation steps, and screenshots. Not including this information will then require more time from the team to investigate and communicate back and forth with questions, slowing down the process.
You’re also able to submit tickets for feature requests that help your business or process in some way. Feature requests are evaluated on a case-by-case basis before being prioritized and assigned to the team. In order to help your feature request be prioritized please include in your ticket the problem you’re currently experiencing that the feature would solve, specific use cases for the feature, and attempt to justify what the feature will do for the platform on the whole. As an example, if you request a feature that would increase revenue for multiple clients it’s more likely to be prioritized than a minor process improvement for a process that only your business follows.
It’s important to note that not all feature requests will be prioritized.