If you find yourself stuck and need to ask chat support for help, here are a few pointers on how to get help fastest and most efficiently from our Customer Happiness Team!
For starters, we will always need details about the issue you need help with. Please start off the help request conversation with pertinent details. But what are pertinent details, you may ask? Read on, my friend!
First, a complete description of the issue you need to get past
Last 4 digits of your license number
Unique ID of the item you are trying to work with
What you're trying to do with that ID
Where are you held up (at which point in the process)
If you get an error message, what that error message says
To provide us with the full ID, all you have to do is click the little black clipboard that appears when you mouse over the ID icon to copy it, then right-click-paste or hold CTRL (on Macs ⌘) and click V to paste it into our conversation.
Having those details from the start of your help inquiry with help us help you best!
That's all we need: Something that helps us hit the ground running to solve your problem fastest.
Please keep in mind...
The best way to get the quickest help is over CHAT support. While we would love to be able to call everyone and talk over the phone to help out in person, at any one time we are helping multiple people just like you over chat support and cannot leave them hanging to make individual phone calls. Also, it is best for problem-solving if we can exchange images, send you help articles, and have a written record to look back on in case developer involvement is needed to solve a more complicated problem.