When will my support ticket be answered?
The response time of our online support system is usually between a few minutes and a few hours on business days, depending on how busy it is at the moment. Support inquiries sent before 4 pm CET are almost always answered on the same day.
- Standard tickets are answered every business day, including on Saturday morning
- Priority tickets are also answered on Sundays and holidays
The online support system uses a fair use policy: in case of abuse, other tickets will be given priority, even if they are sent at a later time. This way we can keep support fast, efficient and free.
In some situations, it may take longer for receiving an answer:
- When sending an excessive number of tickets
- When sending a large number of questions that can be found in the documentation or in the frequently asked questions
- When it appears that the steps from a previous solution have not been read or executed
- Introduction
- Product management
- Online store configuration
- Account and shop settings
- Payment methods and Payment Service Providers
- Invoices and Terms & Conditions
- Setting shipping costs
- Discounts and surcharges
- Registering and transferring domain names
- Multilingual shop
- Connecting to external platforms
- Personalized web addresses
- Managing multiple webshops (Multishop)
- Automatic emails to customers
- Designing a beautiful layout
- Order management
- Marketing
- Modules
- Backups and exporting data
- Email and web mail
- Administrator accounts
- High quality photos
- Two-factor authentication
- Labels
- Meta tags - Website verification
- Live chat
- Slideshow
- Visitor analysis - Google Analytics
- Filters
- Point Of Sale (POS)
- Form fields
- Digital or virtual products
- Symcalia reservation system
- Guestbook
- Contacting the helpdesk