Best practices when raising a support query

How to raise a support query to get help in the most efficient way. What information should I include when raising a support query?

In order for us to help you as quickly as possible we typically require some initial information from you to help us troubleshoot. 

The below is for guidance only and won't necessarily apply to every query you raise. If in doubt just reach out - we're always here to help. 

  • Customer/s name and email address 
  • Class name/date/time
  • Screenshots/video recordings of any on screen messages/errors you or your customer are seeing 
  • URL of page the problem exists on
  • Any troubleshooting steps performed before raising
  • Name of the business or location you're messaging from (if you are linked to more than one TeamUp account)
  • Any other relevant information that will help us assist you quickly 

💡Providing as much information as possible in your initial query will save any back and forths and delays.