Good practices when sending requests to Customer Support

Modified on Tue, 24 Oct 2023 at 12:49 PM

In order for the team to help you, guide you through your processes and give you the best experience possible, follow these good practices!


When sending a new request

Always do it in a new message. If we already solved a past request of yours, creating a new ticket is the way to go! This way, our team will be able to correctly monitor and manage this new request complying with our compromised times. 


The more details you give us, the better

Always include the name of the process and explain in detail what you need for it. This way the team will avoid asking you too many questions and your ticket will be solved sooner.


Include a file for multiple requests

It's always easier to have all of the information concentrated in just one place. Sending a spreadsheet will help us avoid any mistakes when solving your request and any misinformation when it comes to multiple requests. In addition, we care about protecting your information! Remember to always encrypt your file before sending it to us.


When experiencing problems in the platform

If you're encountering any problem in the platform, please describe it as in-depth as possible: include the name of the process or its ID, who's experiencing the problem directly and also a screenshot so we can replicate what's happening with our analysts.


Changes for a process and for a module

If you need to apply your changes not only to a process but also to another module, no worries! You can always tell us in the same request by detailing where you need your changes made. This way we can solve your request in one go.



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