What are some of the best practices for contacting support?
If you need help - we've got you covered. That being said, there are a few things you can do to make sure we've got everything we need to help out.
We like to think that we're pretty good at what we do - but if we don't have enough information, it becomes a challenge for us to get to the bottom of any problem you may be encountering. Emailing us directly from the application itself provides us with the following details:
This information can give us a huge leg up in finding a resolution for your issue. Without it - we're left to trying to guess on things, or reply asking for more information. Emailing from PingPlotter or MultiPing is very easy - and at any time, you're only four clicks of the mouse, and a little bit of typing away from submitting a detailed support ticket!
Within 1 to 3 minutes of submitting a ticket, our system will email you with a confirmation that we have received your request. It's very important to make sure you get this, as it's your way of knowing that your email went through successfully. If you're not initially seeing it, make sure to check any junk/spam folders you may have set up.
If you've followed all of these steps, and you're still not seeing any confirmation or response, there are some additional steps you can take, which can be found here.
Our office hours are Monday through Friday, 9am to 5pm, U.S. Mountain Time (16:00 to 00:00 GMT). We love helping you, and answering your questions is one of our top priorities. We try to work on these requests as soon as we receive them. We often reply within an hour or two, and love to do so, but sometimes it can take a day or so.
Article ID: 96
Created On: November 5, 2013
Last Updated On: December 12, 2014
Online URL: https://www.pingman.com/kb/article/emailing-support-best-practices-96.html