FAQs - Help Form
Why are you changing how I can contact you from sending in an email to a help form?
- We are making this change to streamline our current support email channel to ensure that all inquiries can be handled efficiently and effectively. The help form allows us to gather necessary information upfront, leading to quicker resolution times and routing of the query to the correct support staff member.
- The new help form, also allows us to provide customers with help articles up front as they are filling out their help request. This gives customers the choice to try and solve the issue themselves prior to submitting a help request, leading to quicker resolution times
How do I access the new help form?
- You can access the help form via the ‘submit a request’ button at the bottom of our help centre. We strongly recommend that customers utilise the help centre content first prior to submitting a help request.
Will my inquiries still be handled promptly with the new help form?
- Yes, absolutely! The help form will enable us to prioritise and manage inquiries more effectively, ensuring that the issue regardless of what they are , are addressed as promptly as possible. We are firmly committed to providing timely assistance to all our customers.
What information do I need to provide for the help form and how is this different to an email?
- The help form will require you to choose a category and sub category that your query may relate to. In addition, it requires you to tell us in your own words what your query is about and provides an upload function for you to attach any screenshots or information in relation to your query. The more information you provide upfront, the faster the Support team will be able to respond and resolve your query and the less back and forth we will have to do.
- The form is designed to be user-friendly and guide you through providing the necessary details for resolving your inquiry efficiently. It also surfaces the help content that will assist you as you choose your category which may prevent you from having to submit a request for help at all saving you more time to focus on your passion not admin.
- This is different to the current ‘submit a request for help’ which is essentially just you as our customer sending in an email for help. Emails often miss vital information to help us resolve your query as quickly as possible such as subject, category, complexity and screen shots of the issue. There is also no ability for us to surface our help articles for you via an email to help you solve your issue. Emails also involve too much back and forth that cause unnecessary delays for you.
Can I still attach files or screenshots with the help form?
- Yes, the help form allows you to attach files, screenshots, or other relevant documentation to help us better understand and address your issue.
Will I receive a confirmation once I submit the help form?
- Yes, upon submitting the help form, you will receive a confirmation message (in the Help Centre) and confirmation email acknowledging that we have received your inquiry. We will then proceed to investigate and respond to your request as quickly as possible, providing a solution via the email address you provided in the form.
- If signed into Timely and revisit the Help Centre, you will be able to see the forms you have submitted and the progress of your ticket. For example, if it's still in progress and ‘open’, if we are waiting on information from you and it’s ‘pending’ or if we have provided a solution and it is ‘solved’.
Are there any specific guidelines or tips for filling out the help form?
- We recommend providing as much detail as possible when filling out the help form to expedite the resolution process. The more the better! Please be clear and concise in describing your issue, and include any relevant information that may assist us in assisting you including screen shots or documents.
Can I still reach out via email if I prefer?
- You can reach us via email until Wednesday 10 April. From Thursday 11 April, we will require you to submit any help requests via the help form which will ensure your query is directed to the appropriate staff and channels for timely resolution.
How long will it take to receive a response after submitting the help form?
- Response times may vary depending on the nature and complexity of the query. However, we strive to respond to all help form submissions promptly and will keep you informed of any delays or updates regarding your request. We will even remind you if you have not responded to any questions that we may have reached out to you for, rather than you chasing us up for a response.
Is there a specific timeframe during which I can expect a resolution to my issue?
- We aim to resolve all customer inquiries as quickly as possible. While we cannot guarantee specific timeframes, we will work diligently to address your issue and keep you informed of our progress along the way.
Can I still get direct phone support?
- Yes you can if you are on a plan that provides you with direct phone support. We encourage customers however, when there are high phone volumes to seek the answer to their query in Timely’s Help Centre first and then submit a help request if you still cannot find the answer you need.
FAQs - Help Center
Why did you change the look and feel of the customer help centre?
- We updated the help centre to enhance your user experience, improve navigation to specific categories, and provide more intuitive access to support resources.
How do I navigate the new help centre?
- The new look help centre provides all new ‘popular searches’, popular articles, frequently asked questions and three main help centre categories with their own sub categories to get you the information you need, when you need it. It also includes improved navigation menus, search functionality, and deep categorization to help you find the information you need more easily. We added a new ‘share feedback’ tab so that you can tell us more on how we can improve as well as what we are doing well.
Will I still find the same content and resources in the new help centre?
- Yes, the new help centre contains all the existing content and resources, organised in a more user-friendly manner to facilitate easier access and navigation. However, we’d love you to tell us if the article was helpful or not by clicking the up or down thumb and/or leaving a comment on how we can improve it for you.
This helps us to empower you and the community more as you can efficiently and easily trouble shoot yourself and we know where we need to improve and fast!
Is there a tutorial or guide available to help me navigate the new help centre?
- Yes, we have created a guided walkthrough of the new Help Centre layout and features, which you can view here!
Will my previous bookmarks or saved links to help center articles still work?
- Yes! We have reorganised the content within the Help Centre, but any links to the same articles from our old centre will automatically redirect to the new location.
Can I provide feedback on the new help forms, help centre design and functionality?
- Yes! Between now and 11 April, you are welcome to provide feedback via email to [email protected] to us. Please ensure to note ‘Feedback for forms and help centre’ in the subject line and we will review and consider any feedback you send through.
- After 11 April you can submit your feedback by clicking on the ‘Share feedback’ tab at the top navigation box. You can then choose to ‘Tell us what you love’ or ‘Complaint’ and use the free text box to tell us more. We will ensure the feedback gets to the right department for review and further consideration.
Is the new help centre mobile-friendly?
- Yes, the new help centre is optimised for mobile devices, ensuring a seamless experience across various platforms and screen sizes.
Will there be any downtime or disruptions during the transition to the new help centre?
- We strive to minimise downtime and disruptions during the transition process. Any scheduled maintenance or updates will be communicated in advance to minimize inconvenience.