Requesting Support
There are three ways to request support: send an email, submit a support ticket, or - for members - create a topic in the community forum.
If you're a guest or just not logged in, the Support link in the upper right takes you to a generic contact form. Fill it out and submit it, and it creates a support ticket in our system and also creates a user account for you, so you can log in and manage your tickets there. You can reply by email too, but if it's a private matter, people often prefer to keep it in the support system, which is secure. Emailing our support email address does the same thing - it creates a ticket and a user account so you can log in and manage it.
If you're logged in, the Support link takes you to your support tickets in your account area. To create a new one, use the button there - it loads the same contact form, so you can fill in your details, add attachments, and submit. Everyone who submits a request gets an account and can come to this page to manage their tickets. It's not required for most support, which we can handle entirely over email, but it's there for private things people don't want emailed. To manage a ticket, click it, read the correspondence, reply and submit, and you can close it yourself if you're logged in. If you don't close it, it closes automatically after about two weeks with no response. The support center on our end helps make sure nothing falls through the cracks.
For members, we'd prefer support requests go through the community forum unless they're private or you just don't want to share them. It's better for the community because it grows our knowledge base - a lot of people have the same questions. To ask, use the button to create a topic; the best categories are usually Site Feedback or General Member Discussion. Tag @moderators, or tag @Robert_Michael if you need him specifically, so we get notified. If your membership type can't create topics in those categories, come to the open member discussion chat channel and ask there - again, tag @moderators so we're notified.
00:09
Welcome everybody. In this video, we are going to review how to request support. And there are three different ways that we're going to go over. One is just to send us an email. The other is to submit a support ticket, which there's a slightly different method for guests or logged-in users. And the last one is for members to create a topic in the community forum. For guests of the website, or if you just are not logged in, this link to support in the upper right corner will bring you to this page with our generic contact form. So you can fill this out with your information, submit it to us.
00:50
It will create a support ticket in our system, and it will also create a user account for you on the website, so you can log in and manage your support tickets that way. You can also reply via email, but you do have the ability to log in sometimes if there's private matters, people would rather have that dealt with in our support system, which is secure rather than via email. And the other thing is here, if you just email support at support.houseofmarcus.org, that will do the same thing.
01:23
That'll create a support ticket in our system. You'll have a user account created, so you can log in and manage your ticket. For users that are logged into the website, this link to support will take them to their user account area with their support tickets. And to create a new ticket, you can use this button right here. It'll load the same exact contact form, so you can fill it out with your details, add any attachments that you may have, and submit.
01:57
Everybody that submits a support request has a user account created for them, and they can log into the website and come to this page to manage their tickets. This is not a requirement for most of our support. We can do it completely via email, but for people that do have private things that they don't want sent via email, we can use it this way. So if you do need to come in and manage your tickets, you can click on the ticket, and you can see the correspondence here.
02:24
You can continue to reply and submit, and you can also close the ticket if you log in and do it this way. If you don't log in and close the ticket, usually what happens is it will automatically close after about two weeks of no response. So this is the inside of the support center. This really helps us make sure that nothing falls through the cracks and we answer everybody's questions.
02:55
For members, we do prefer that any request for support goes through our community forum unless it's something that's private or they just don't want to share it with the community. It's better for the community because it helps grow our knowledge base, and a lot of people have the same questions. So if you are a member and you want to ask a question, then we suggest going to the community forum and you can create a topic. So you can use this button here.
03:23
And there are two probably categories that are best. One is the site feedback category, and the other would be general member discussion. Either of those are fine. And when you are creating your topic, just tag moderators, or you can tag Robert Michael if you need him specifically. This will make sure that we get a notification. If you are a membership type that cannot create topics in either of those categories, then what you want to do is you want to come to our open member discussion chat channel, and you can just ask the question here.
03:59
Again, tag moderators so that we get notified. So that covers it for the community forum, and that covers it, generally speaking, for how to ask for help and get support. Hope this was useful. Thanks for sticking around to the end.
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