As we mentioned in our last newsletter, we are in the process of migrating to a new help desk system called Freshdesk. We believe that this system will help us better serve your needs and will streamline our process internally.
Freshdesk is located at https://webstrategies.freshdesk.com.
Soon you will be receiving an email invitation from Freshdesk that will allow you to login and submit a ticket. We will be phasing out ZenDesk over the holidays and will migrate solely to Freshdesk by January 5, 2015.
Support tickets can be submitted in a variety of ways. Instructions for contacting us for support are outlined below.
Here’s what you can expect by submitting a ticket to Freshdesk:
- Response time within 24 hours with proposed solution (If it’s in the evening or over a weekend and is not urgent, we will address the next business day).
- Work completed as quickly as it can be scheduled.
- Includes addressing support issues, adding pages, email and hosting questions, updating content & images and other minor maintenance tasks.
- Urgent, non-emergency work requested during off hours (evenings, weekends and holidays) will be billed at $125/hr.
Submitting a ticket via the Freshdesk
Anybody visiting our support portal can submit support requests and view our knowledge base without logging in. To raise a support query, click on the "New support ticket”.
You will be taken to our ticket form where you can fill out your contact information like your email address and give a subject and a description of the issue you are experiencing. You can attach files to their tickets too.
Please provide as much information as possible about the problem or request. Include error messages when applicable.
Once you hit the submit button, your ticket will be created in our help desk and assigned to our support queue.
You will then be taken to the public ticket page where you can check the status of the ticket, add replies and notes to it when needed.
You will receive an email notification with your public ticket URL. When we reply to the ticket or change its status, the public ticket will be updated.
Submitting a ticket via email
You can submit a support ticket directly from email by email us firstname.lastname@example.org. Same expectations mentioned above apply.
You can call the office at 540-869-5991, Mon-Fri from 10am - 4pm. If you need to leave a message after office hours and the issue isn't urgent, we will respond the next business day.
Coming Soon – Knowledge Base
As part of our commitment to better serve our clients, we will be gradually populating our Knowledge Base which will be part of the Freshdesk system. The Knowledge Base will include answers to frequently asked questions, tutorials and troubleshooting tips to help you get the most out of your website. This tool will be a living, growing base of articles. Please feel free to contact us with any topic suggestions that would be helpful to you!