Best way to get Elevate Tech Support Help

To help us get you a solution as quickly as possible, we’ve put together a few tips for reaching out to the Elevate team. Our goal is to save you time and skip the long back-and-forth by getting all the details we need right from the start. 

By using the 4 "W’s" to provide a bit of extra context in your initial request, you help us dive straight into the fix without needing to pause for clarifying questions. This ensures we can get things back on track for you right away! 

The "Perfect Ticket" Checklist 

Before you hit send, ensure your message includes these specific details: 

• The "Who": Your organization, the name and email of a user who may be having an issue, the name of the User Type, etc. 
• The "What": A clear, concise subject line. (Bad: "Question" | Good: "How to use Certificate Templates") 
• The "Where": The exact URL where the issue occurred, or the full and complete name of a Product or Package 
• The "When": Was it working 10 minutes ago? Did it work for others, but not for a specific user? 
• The "How": Step-by-step instructions to reproduce the bug or view the issue. If we can’t reproduce it or see it, it’s hard to help answer the question or fix the issue.  

Pro-Tips for Faster Resolution 

1. Show, Don't Just Tell 

A picture is worth a thousand words, but a video is worth a million. 

• Use tools like Loom or CleanShot to record your screen. 
• Include your entire window so we can see the URL and any relevant browser extensions. 
• Include any file or reports as attachments

2. Define the Scope of Impact 

Clearly state the impact and urgency. Tech support prioritizes based on how many people are affected: 

• Low: "A typo in the settings menu." Or “This is just impacting one person” 
• Medium: "I can't export this specific report, but my teammates can." Or “This is impacting all the registrants of this Product” 
• Critical: "The entire team is locked out, and we have a Live Webinar in two hours."

3. List Your "Already Tried" steps 

Save everyone’s time by listing what you’ve already done. 

"I’ve already cleared my cache, tried Incognito mode, and tested it on Chrome and Safari, but the issue persists." Or “I’ve impersonated the user, and I get the same issue” 

This prevents us from sending you the standard "turn it off and on again" script. 

A Quick Template to Copy/Paste

Subject: [Feature Name] - [Short description of issue] 

Summary: I'm seeing [Error Message/Behavior] when I try to [Action]. 

Steps to Reproduce: 

1. Log in and go to [Page Name]. 
2. Click on [Button]. 
3. Fill out [Field] and hit Save.

Expected Result: I should see a success message. Actual Result: The page freezes and shows "Error 500." 

Environment Info: 

• Account: user@email.com 
• Browser: Chrome version 124 
• Screenshot: [Insert]