In This Article:

    Submit a support ticket

    In This Article:

      Submit a Support Ticket

      The most straightforward way to contact our first class support team is is to just shoot ‘em an email at support@salsalabs.com. Support's hours are 9 AM to 7 PM Eastern, Monday through Friday.

      What to Include

      Include your organization number

      org_number.png

      Include the URL where the problem is occurring

      Trouble with an email blast?  Open the email blast and grab the URL

      email_blast_URL.png 

      Trouble with a donation page?  Open the donation page and grab the URL.

      donation_page_url.png

      Include as much detail as possible

      What page were you on? What did you expect to happen – and what happened instead? One of the first things our Support specialists will do is to try to replicate the issue, so your details will help lead to a quicker turnaround.

      What should you expect?

      First, you’ll get an auto response acknowledging your ticket in the system. After that, you should receive a personal response, often within two hours. If it’s a quick fix, we’ll get you straightened out, or we’ll put you in touch with a Support Specialist who will give personalized attention to the ticket. We guarantee you’ll get a resolution or escalation for your ticket within two days (though often much sooner). If more information is needed to resolve your ticket, then we’ll ask you for that, too. (But if you provided all the information that we suggested above, we should be able to skip that extra step.) From there on, we’ll keep you up to date on a regular basis on the status of your support request.

      What if there's a problem?

      We're confident in our support team - they have a 98% satisfaction rate!  But... nobody's perfect.  If you need to reach out for a little extra assistance, contact our client success managers and they'll give you the personalized touch you need.

      Want to monitor your support ticket?

      Once you're logged in to help.salsalabs.com, you'll see a menu on the right where you can submit a new support request or check existing requests:

      support_menu.png

      While checking your existing requests you can update or resolve any cases (even resolved cases).  Normally, when a case is resolved, our support specialists will not follow up further. If you comment on a resolved case, the case will be reactivated and a support specialist will respond promptly.

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      Comments

      2 comments
      • How do you cc others on a support ticket?

      • I am entering supporters and it is not showing the amount of the donation.  I need to have it show the supporter, the amount of the donation, the date of donation, what the donation

         

        wo: 51370 c: 0 u: 22520 n: salsa4as for (campaign) for when I run reports.     

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