Support tickets: getting help and requesting changes

The Support page

Open Support in the menu. It keeps every request in one place and shows where each one stands. The cards at the top show your total tickets, how many are Waiting on You and how many are closed.

Opening a ticket

1. Click New Ticket.
2. Write a short subject.
3. Choose a type (see below).
4. Choose a priority. It helps us see what is urgent; it does not change your plan's response time.
5. Write the description and attach a screenshot or photo if it helps.

Pick whichever type is closest. It only helps us sort tickets, we can change it, and choosing the wrong one will not slow anything down:

• General Enquiry: a question, or anything that is not obviously one of the others.
• Change Request: something on your website should be altered.
• Site Down: your website will not load at all.
• Billing: anything to do with money, invoices or your subscription.

The description makes the biggest difference. Tell us what you expected, what actually happened, and where (the page, or what you had just clicked). That is usually the difference between a fix on our first reply and us having to come back with questions.

How soon we reply

Support runs Monday to Friday, 09:00 to 18:00 South African time, excluding public holidays. Response times count only those hours, so a ticket sent at 8pm is treated as arriving at 09:00 the next working day.

• Starter: tickets are answered in the order we receive them.
• Professional: a first reply by the end of the next business day.
• Premium: a first reply within 4 business hours.

That is the time to our first real reply, not to a fix. How long a fix takes depends on what is wrong, and we keep you updated until it is done.

Replying

Whenever we reply, you get an email with your ticket number in the subject. You can answer in the portal, or simply reply to the email, and your answer is added to the same ticket.

Opening a ticket by email

You do not need the portal to open a ticket. Email support@rsawebdesign.co.za from your login email, or from the preferred contact email on your profile, and a ticket opens in your account automatically. We email you a confirmation with your ticket number. Team members can do the same from their own email address.

• To add to a ticket, reply to our email so the ticket number stays in the subject.
• A brand new email opens a new ticket, and so does a reply to a ticket that is already closed.
• Email from an address we do not recognise is not linked to your account, so always use your login or preferred email.

Ticket statuses

• Open: we have your ticket and it is in the queue.
• Waiting on Agent: one of our team is working on it. There is nothing for you to do.
• Waiting on You: we replied and asked you something. Your ticket waits until you answer, so check these first.
• Closed: it is finished. A closed ticket cannot be replied to; if something comes up later, open a new one.

When we have done what you asked, check it and close the ticket with a short message, or tell us if anything still needs attention.

Refund requests

Refund requests arrive as tickets too, so our decision reaches you in the same place. See Subscription and invoices.