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· 2 min read

Published: March 15, 2024

Last Update: March 15, 2024

 

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
  • 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.

Email Support Process

We eagerly anticipate receiving full support and collaborating with your teams to ensure a successful integration.

Cheers!

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Vikas Gupta

Director Integration Architecture, Developer Relations & Partner Support

Product Development Team