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Contacting support

Contacting support

The flow from a stuck user to the right support channel with expectations set.

Help & Support · 9 checks · 4 resources

Before you ship

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  1. 01Show a link to contact support — in the website footer, in mobile app settings, and on any page experiencing an error, with clear copy
  2. 02Show methods of contact — chat, call or FAQ listed with the benefits of each where multiple exist
  3. 03Outline how to communicate and what is expected — once a method is chosen, make it clear how it will work
  4. 04State the expected response time — per channel, before the message is sent, so the wait is a known quantity rather than silence
  5. 05Give the request a reference and confirm it — a ticket ID on screen and by email, so the user has something to quote
  6. 06Show past requests and their status — a history the user can return to instead of starting over
  7. 07Let the user attach evidence — screenshots, files or logs, since the fastest support thread is the one that does not need three replies to reproduce
  8. 08Carry context automatically — plan, app version, device and locale, so the user is not asked to repeat what you already know (WCAG 3.3.7 Redundant Entry)
  9. 09Say when support is available — hours and timezone, and what happens to a message sent outside them

Resources that help you build this

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