Ensuring prompt email support is crucial for achieving a seamless integration. We prioritize addressing inquiries from developers and the community promptly. However, given the volume of emails we receive daily, ranging from straightforward queries to those requiring in-depth research for the best solution or alternative, our response times may vary. Our approach to supporting email inquiries involves several phases:
Upon receipt, emails undergo the following process:
- The developer support team identifies the relevant domain associated with the request, such as Learn, Student, Reach, Finance, etc.
- The support request is then assigned to the most suitable resource available.
- Extensive research is conducted on the issue outlined in the email.
- A comprehensive response is crafted and sent out to address the email.
Below are the recommended best practices to ensure you receive the quickest, most accurate, and highest quality response:
Ensure a Clear Subject Line:
- Opt for a descriptive subject line summarizing the issue concisely. We recommend using the following format:
- {Your Company Name}-{Domain Name}: {Brief Issue Description}
- Example: YourCompanyName-AnthologyLearn: Issue with Launching Textbook Tool
- Opt for a descriptive subject line summarizing the issue concisely. We recommend using the following format:
Provide Relevant Information:
- Include all necessary details such as issue specifics, steps to replicate, and relevant test data.
Be Concise Yet Specific:
- Offer sufficient information to clarify the problem while avoiding unnecessary details that could potentially confuse the support team.
One Issue per Email:
- Focus on one problem per email to streamline communication and ensure adequate attention is given to each issue.
Maintain a Polite and Professional Tone:
- Uphold a respectful demeanor in your communication, regardless of any frustrations. Remember, support agents are here to assist you, and a courteous approach can enhance the interaction.
Follow Up Appropriately:
- Should you not receive a response within a reasonable timeframe, consider a polite follow-up. However, refrain from overwhelming the support team with numerous emails in quick succession.
We eagerly anticipate receiving full support and collaborating with your teams to ensure a successful integration.
Cheers!