How to Submit a Request
When you encounter an issue, need assistance, or have a question regarding our product or service, submitting a support request is the best way to get assistance from our dedicated support team. To ensure a smooth and efficient resolution process, here are some best practices to follow when submitting a support request:
- Choose the right channel:
- For quick and convenient support, click on the web widget located in the Help Center to create a ticket.
- Alternatively, you can email support@signpost-help.zendesk.com to open a ticket directly.
- Provide a clear and descriptive subject line:
- Use a concise and informative subject line that summarizes the nature of your issue or question.
- Example: "Login issue: Unable to access account" or "Question about feature X"
- Include relevant information:
- Describe the problem or question in detail, providing as much context as possible.
- If applicable, specify the steps you took that led to the issue, including any error messages or screenshots.
- Mention the browser, operating system, and device you are using.
- If you have a specific account or order number related to the issue, include that information.
What to Expect When You Submit a Request
When you create a ticket, you should receive a notification shortly telling you that the ticket was assigned. After this point, you will receive notifications via email whenever there is an update on a ticket or when the ticket is marked as solved. In response to this email thread, I will share a note for the assigned member of the team to see.
When the ticket is marked as solved, you will receive a survey via email where you can give feedback on the quality of your support experience. If you indicate that a request was marked as "solved" in error, we will re-open the ticket.