Support Process – Homesome

1. Why are we changing our support process?

We are transitioning to a new support system to improve efficiency, ensure better tracking of support requests, and provide a more streamlined experience for our customers.

2. What is the new process for submitting support requests?

All support requests will now be submitted through our Zendesk webform.

3. How do I access the Zendesk webform?

You can access the Zendesk webform by clicking here. Make sure you are logged in with an authorized email address.

4. Who can submit support tickets?

Only users who have been authorized and added to our Zendesk system can submit support tickets.

5. How do I grant permission to users to submit tickets?

If you're not the store owner or manager, contact them to request authorization. Store owners or managers can contact support to request access for users.

6. What information do I need to provide to grant access?

You will need to provide the full name, email address, and role of each user who should be authorized to submit support tickets.

7. What happens after I submit the authorized users?

Once we receive the list of authorized users, we will add them to our Zendesk system. Each user will receive a welcome email after they have been added.

8. Can I still email support requests?

The current support setup isn't going anywhere just yet. We'll give you a heads up well before we make the permanent switch to the new system, so you'll have plenty of time to get used to the new way of doing things.

9. How can I track the status of my support requests?

After submitting a support ticket through the Zendesk webform, you can track the status and updates of your request directly in the Zendesk portal by clicking on your name in the upper right hand corner of the page and then clicking on Requests.