What this screen is for
The ways to reach the support team, together with a form for your message. You give a subject, choose a category — technical support, billing and subscription, a feature request, a bug report, an account issue or a general enquiry — set a priority, and describe the problem.
When to use it
Use it when the documentation and FAQs have not answered the question. Choosing the category and priority honestly is worth the moment it takes: they decide who picks the message up and how quickly, and marking routine questions urgent slows the queue for everyone in it, yourself included.
What you see on this screen
Three channels are offered at the top — Live Chat, Email Support and Phone Support — each with what it is best suited to.
The form beneath takes four fields:
- Subject — a brief description of the issue. This is what a support agent sees first in the queue.
- Category — Technical Support, Billing & Subscription, Feature Request, Bug Report, General Inquiry or Account Issue. It decides who the message reaches.
- Priority — Low (general question), Medium (need assistance), High (important issue) or Urgent (critical problem).
- Description — the detail. The more specific, the fewer rounds of questions.
Down the side sit Support Hours, Office Location and Follow Us, and at the foot Before you contact us points at the places an answer may already exist.
Filters and actions
There are no filters; this is a form. Submitting sends the message to the support team.
If you want the matter tracked, with a reference and a status you can follow, use Submit Ticket instead — a ticket can carry attachments and appears afterwards under My Tickets.
Status values
The priorities are the choice that shapes the response:
- Low - General question — you would like to know something; nothing is blocked.
- Medium - Need assistance — you are stuck on something but can work around it.
- High - Important issue — real work is being held up.
- Urgent - Critical problem — the business cannot operate. Reserve it for that, or it stops meaning anything.
Related
- Submit Ticket
- My Tickets
- FAQs