Do you need some help with configuring your program, or do you have questions on how SocialLadder works? Using the Knowledge Base can help you find your answer, but some situations may require you to get in contact with a member of the SocialLadder support team. This article will provide some handy information on how you can reach out to our support team. We have multiple ways for organizers to receive any assistance they may need. If you have any questions or concerns on using SocialLadder, our team is here, and happy to help!
How to Reach Out for SocialLadder Support
Intercom Messaging on the SocialLadder Admin Web Portal: Reaching out through the SocialLadder Admin Web Portal via Intercom is an easy way to contact our support team directly. Send us a message and we will reply to you within 24-48 hours. Open an Intercom conversation by clicking on the chat bubble at the bottom right corner of the Admin Web Portal or the ambassador program extension on Eventbrite or Universe.
How to Direct Users to SocialLadder Support
As a program organizer, you may encounter situations in which your users are contacting you with questions or issues. There’s no need to open a ticket on their behalf; rather, you should direct them to open their own ticket so that our support team can work with them directly! In the app, users can head to our FAQ section via the More tab to log a ticket with our helpdesk. Clicking on the “I have another question not listed” option will open up further questions, and clicking on “None of the above questions help me” will open a form where users can submit a ticket request. In addition, users can email email@example.com directly to submit a ticket request.
Tips & Tricks
Before opening a ticket with our support team, please be sure to check the rest of our Knowledge Base for any articles that may address your issue. If you do not see any information there that resolves your issue, then we can make sure to bolster our Knowledge Base for the future!
When opening a ticket with support, you can drastically improve the ticket’s turnaround time by providing as much information as you can. Things that can help our support team help you include an accurate description of what you are trying to achieve, the problem that you are encountering and the stage at which you are encountering it, and any relevant screenshots that can help provide additional information.
For any other questions about this feature, you can use the Submit a Request button at the top of this page, click on the blue chat icon at the bottom of the Admin Web Portal to activate the chat feature, or reach out to your dedicated Customer Success Specialist to learn more!