A guide to accessing support via the pink circle!
If you need any help or have a question you can contact us anytime on support@motional.io, or through the pink circle at the bottom right of any page.
We thought we'd write up how this system works so you know what goes on behind the scenes, and how you can get the best out of it. We're proud that many of our Motioneers tell us that the level of support they get when they need it is one of the things they most value, but do let us know if that's not your experience!
When you email support@motional.io, it goes to a special inbox in our help system. All of us in the support team can see your message (admittedly we're quite a small team). When one of us logs in to the help system, we see three lists of emails - "new", "mine", and "taken". Our first priority is going through "mine" (conversations that have already started and we're in the middle of dealing with) to see if we've had any replies from you with information we're waiting on, or if you've sent through Participant or Staff details. Next, we tackle "new" in reverse order, so oldest first. After that, we'll have a quick check on conversations that any of the rest of the team is already dealing with to see if there are any replies we can finish off if they're not currently available. So that's why you might sometimes have a support request that has more than one of us involved.
We also monitor our response times and challenge ourselves and each other... some of the Team have a little competitive streak!
There are a few things you can do to make sure you get help quickly and make it easier for us to help you.
- Have a good clear subject line. In a few words describe the problem or purpose of your message. For example "please help" is very polite, but "I can't log in" gives us a much better idea of what is going on!
- Start a new email or conversation for a new problem. If you reply to a support email after it's 'closed' or solved, it opens back up again in our "mine" box. This means that you won't necessarily get a response as quickly as if it was a new email that went to the shared "new" box.
- You're not being silly or stupid. We get quite a lot of messages saying "I'm probably just being silly but..." - we're probably guilty of doing it ourselves when sending support messages! From this side of the keyboard, we think that nothing is a silly question. If you don't know how to do something it might be that we haven't provided clear guidance on it, and it's something that we'll want to add into the Support Library section of the site. So ask away :)
- Comedy movie quotes and GIFs bump you up the list. Not really. But it keeps us amused!