Helpdesk update – March 2018

Tabata Vossen -

As of March 1, 2018, we will no longer handle helpdesk requests via the email address helpdesk@qualifio.com. Don’t worry! Our dedicated Support Team will still be available to assist you via our Help Center. So will your Account & Customer Success Managers.

Why?

After numerous years of steady growth, taking support requests via helpdesk email, we felt it was vital to stay ahead of our time and get better data on the tickets you open. Our ticket-based system makes it easy for us to keep track of your requests so that our team can find the best solution for you.

What will change?

Our friendly and helpful team remains available to help 9-18, Monday to Friday. However, for support inquiries, we kindly ask that you use our Help Center.

Please click here for a link to our Help Center to get in touch with our team.

What will happen to emails sent to helpdesk@qualifio.com?

The email address will be blocked and you will get an automatic email reply to remind you that the change is effective.

How to access the Qualifio Help Center?

If you are currently a Qualifio Manager user, log in to your account and click the Help button in the upper left corner of your account.

Capture_d_e_cran_2018-02-19_a__17.57.26.png

You will land in our Help Center, which offers three sections:

Capture_d_e_cran_2018-02-19_a__17.55.51.png

Before getting in contact with us, we'd like to ask you to check our other online resources for troubleshooting. Often, these sections help answer your questions more quickly :-)

Already searched for an answer with no luck? We're here to help! Click “Submit a request” and enter your details. Upon completion, a ticket will be created... and we’ll get back to you very soon.

What if the Qualifio Manager is down?

Should Qualifio Manager experience some availability issues, you will still be able to access our Help Center.

Either via our website, by clicking Resources > FAQs & Quick Guides:

Capture_d_e_cran_2018-02-20_a__10.22.39.png

Or through our Status Page:

Capture_d_e_cran_2018-02-20_a__10.25.43.png

How to create a useful support ticket in 3 steps

Got a question about using Qualifio? Here a 3 tips to create an efficient support ticket:

  1. Before submitting a request, please look at our FAQ section;
  2. Have you looked over our ‘Get Started’ articles and FAQ but still have questions? Let us know what you need by filling out the form!
  3. Provide us with the details of your request so we may handle your request in a timely and effective way. One thing that often helps is to give us your campaign name or ID.

How do I find my campaign ID?

Access your campaign within Qualifio Manager and spot its unique ID in the URL:

Capture_d_e_cran_2018-02-19_a__18.09.14.png

 

Powered by Zendesk