Overdue Improvements To Our Support

Okay, time to put up our hands. Our support sucks. And it’s sucked hard for at least the past couple of months. There’s no use in us pretending otherwise.

It’s easy to say that we’re a small team, that we’ve had to deal with Covid-19 or any other excuses, but the simple fact is that we’ve not got the job done. That’s all that matters. End of the day, if you have an issue, then we need to be there for you.

Too many tickets have sat in the queue unanswered, too many customers have not received a follow-up - it’s not been good enough and has fallen short.

So we’re changing it up. We’re migrating from away from Zendesk to Help Scout which we feel is a lot more suitable for our needs. It will allow us to respond to tickets faster, we can streamline the process, and get the tickets under the noses of the right people.

This migration has started today and it’s going to take a couple of days to complete, but after this time you should start to see an improvement.

We’ve also recruited an extra pair of hands. Steph is an experienced WP developer, and she’s going to be helping to staff the desk for us and cut through the backlog. She’s sticking around for the long term and is going to assist with various other improvements as well.

Please bear with us during the migration, and we promise to not only get to your ticket but will also ensure there’s no repeat in the future. It may still take some time for us to get to you but we will.

In the meantime, we would ask that if you have an urgent question for us please use the temporary support form located in your account area. You can find it under the ‘submit tickets’ tab.

Unfortunately, too often we are receiving queries via social media, or to email addresses that are not monitored. That’s our fault for not being clear that it helps us and you to have any issues in one place.

So, you’ll notice various changes to the site over the next few days in terms of how we intend to deliver the support. We hope to make it as fast and as painless as possible.

Thanks for your patience. We will do better.