How Do I Submit a Support Ticket?

Owned by Stephanie McLean (Unlicensed)
Last updated: 15 Nov, 2021

Step-by-Step Guide

Link2Feed uses Zendesk to accurately monitor and track the support tickets you have entered into the system. Only the network administrator has access to submit a support ticket. 

  • Click on the "Support" heading on the left navigation menu. Click on "New Support Ticket".

  • You will be redirected to our Support Suite. 

    • If you are not logged in while accessing our support suite, you will be redirected to a page asking you to choose a country and log in.

    • If you do not have the Network Administrator role, you will not be able to access the support suite.

  • When logged in, you will be prompted to provide details about your request including the priority, subject, description and attachments.

Depending on what you click on, you'll get a suggestion to a user manual page that may be helpful.      

 TO INCLUDE IN THE BODY OF YOUR TICKET

Although certain details may be obvious, it's important to be as detailed as possible. this saves the support team from spending time to ask you questions for further clarification. Link2Feed needs to know how to replicate the issue you're having in order to identify it and look into repairing it. Please include the following (if applicable):

  • the name of your organization/network

    • the name of the organization you may be writing this ticket on behalf of

  • the name and email address of the user experiencing issues, if not yourself

  • if this is something that did not occur recently, or has occurred recently and previously, include the time period of when it did happen

  • include the URL of what page you're referring to

  • include screenshots

    • this should include the entire screen, including the URL (website link), web browser, user and client information (if applicable)

  • specify the web browser you (or the user who experienced the issue) is using; Google Chrome, Mozilla Firefox, Internet Explorer

If you have an inquiry about client intake, include examples; don't hesitate to include more than one example.

  • the organization you were logged into when experiencing the issue

  • the client ID number and name of the profile you were in

  • the tab of the client profile you experienced the issue on

If you have an inquiry about the report, include the criteria of the report you ran.

  • the type of report

  • the date range you chose

  • the sections you selected

  • the sections you have a question about

If you have a feature request

  • include what you need, NOT what you want changed in the system that you think will satisfy your need. It's possible there's an existing solution in the system.

  • include the reason for your need and why it's important for your processes

After submitting your ticket, you will get an email.

By clicking on "View Request", it will take you through steps to set up your account to see any open tickets you may have.

After registering, Link2Feed Support will tag your name to your organization so that you'll be able to see all tickets submitted by users from your organization.



Time to Resolution: Once your support ticket has been submitted it is categorized and our support team work at resolving the ticket issue as quickly as possible.

  • Bugs- Benchmark= 3 days

  • Questions/Inquires (clarification questions)- Benchmark= 3 days

  • “First Response Time” Metric- Benchmark= 2 hours