We’ve all been there. You’re trying to follow instructions, but for whatever reason something just isn’t making sense. Or maybe you’re following all the right steps, but you’re still bumping into an error message that you don’t quite understand.
It’s time to contact support!
At Order Desk, we pride ourselves on the quality of the support we offer whenever we receive an email, whether it’s from a long-time user or someone who’s never used the app before. That said, there are a few…we’ll call them hacks…that could help you get a resolution quicker.
Let’s start with the two essential details you’ll want to mention in your initial message to us.
- Make sure you’re reaching out to us from the email address associated with your account whenever possible, as this helps us verify that we can share details with you.
- Specify which store you’d like us to take a look at so we know where to look! This might sound silly at first, but some folks have multiple Order Desk stores under different email addresses, so if you’re not emailing us from the address associated with the account then it may be harder to pull up the store in question.
Once you’ve done the above, you’re already saving yourself from an extra email interaction and you’re well on your way toward a resolution. But don’t hit that Send button just yet! There are a few other details you can add to help speed things up.
- For help with a specific order, go ahead and send over a link to the order in the app, or tell us the order number and store name (if you have more than one) so we can pull it up for you. If you have the order open, you can copy the link from the address bar in your browser.
- When reaching out about an integration, or integration-specific settings, don’t forget to mention the name of the integration.
- If you need help with any specific rules, feel free to share the name of the rule(s), or, even better, send us a direct link to the rules you’re referring to.
- If you need some assistance with an import, export, or email template, be sure to mention the name of the template.
- Screenshots are always helpful! Or if you’re seeing an error message, try to copy the specific error message text.
We’ll also need your permission to make changes to your configuration, as this helps us troubleshoot things for you. Additionally, please refrain from making any changes to your store or to the order you need help with while our team is taking a closer look since this can hinder our ability to troubleshoot and get to the bottom of what was initially giving you a hard time.
At the end of the day, it’s all about making sure we’re working with the full picture. We totally understand the temptation to just type Help!!! and send the email, but when you include all the details in your initial message, we’ll be able to hit the ground running as soon as we receive your message. We’ll do everything we can to get things going smoothly for you in a reasonable amount of time.
We’d also be more than happy to look over anything in your store, such as your integration setup, rules, templates and other settings, etc. Order Desk processes millions of orders every month, so we tend to know what to look for when it comes to making sure you’re properly set up, and can offer as much guidance as you need.
