Member365's dedicated support team does their best to get to tickets within 2 business hours of their submission - often responding within 30 minutes. That doesn't necessarily mean your issue will be resolved within 2 hours, but someone from our team will take a look at it, and ensure the right people on the right teams receive the ticket in a timely manner so your challenge can be resolved. This article walks you through Member365's ticketing system so you can be confident that your challenges are being heard, responded to, and addressed as efficiently and effectively as possible.
Submitting a ticket
1. There are a few ways you can initiate a ticket submission to Member365:
a) Through your admin dashboard
b) Through Member365.com
c) Through the Help Centre
2. When you follow any of the options in step one, you will be brought to a form. Fill out all the necessary fields and click 'Submit'
IMPORTANT
The 'Issue Description' section is where you describe what you would like the Customer Success Team to solve. Please be as descriptive as possible.
If you can, copy/paste the link(s) to relevant page(s). (e.g., https://orgname.member365.com/crm/contacts/view/52305)
If this is a import request, please attach the .CSV file in the 'Attachments' section.
Email Confirmation
3. At this point, we will see your ticket in our ticketing system (Zendesk) and you will receive an email from 'support@member365.zendesk.com'. Take note of your ticket number.
4. When someone on the Customer Success Team opens and/or responds to your ticket, you will get a second email that contains the ticket status (red arrow) and written response (blue box).
From here, you can respond to the ticket in one of two ways: by responding to the email directly, or by logging into the Help Center.
Responding to a Ticket in the Email
5. Simply respond to this email how you would any other email and your notes will be added to the ticket. You can respond to the ticket to request an update, add information, links, or attachments that will be help the Customer Success team aid you more efficiently.
Logging in to the Help Center
6. At the bottom of that email, you will notice it says: "You can login to our Help Center to review your ticket progress." Click on the "Help Center" link (in your email, not this article).
7. If you already have a Member365 Help Center (i.e., Zendesk) account, you can sign in here using your username and password, and skip Steps 7-10. If you do not already have this account, proceed to Step 7.
8. At the bottom of this box, where it says "Emailed us for support? Get a password" click 'Get a password'
9. Enter your email and click 'Submit'. ***Ensure you enter the same email used to create the ticket***
10. You will receive another email requesting that you create a password. Click 'Create a password'
11. Type in your name and password and click 'Set password'
Navigating the Help Center
12. After completing Step 6 or Step 10, you will be logged into the Help Center. If you are not, click 'Sign in' in the top right corner of the Help Center
13. Enter your email and password and click 'Sign in'
14. Once signed in, to navigate to your ticket, click on your name in the top right corner of the Help Center and select 'My activities' from the drop down menu
15. You will be able to see any of your active tickets, as well as there status
IMPORTANT
If the 'Status' is 'Awaiting your reply' for 14 days without a response from you, the ticket will automatically close
If the 'Status' is 'Solved' but you feel it is not yet resolved, click on the 'Subject' and explain the persistence of the issue in box A) in Step 15 (below). This will automatically mark the ticket as 'Open' again
16. If you click on the ticket 'Subject', you will be able to view more ticket information, submit a text response (A)), upload files (B)), or let us know the issue has been resolved (C)). Don't forget to hit 'Submit' to send us your update.
If you have any issues with (or questions about) this process, please submit a ticket using think link.
Congratulations! You now understand how Member365's Customer Success tickets work.
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