We’re committed to responding to your inquiries as quickly as possible. Here’s what you need to know about response times and how to ensure your ticket is handled efficiently:
Response Times
- During Normal Business Hours:
- We typically respond within a few hours, depending on when your ticket is received.
- Weekends and Holidays:
- Response times during weekends and holidays may vary, but you should generally expect a reply within 24-48 hours.
- Holiday Schedule: We follow the U.S. holiday calendar and are unavailable during the following dates:
- September 11
- September 26
- October 1
- February 14
- December and January:
- Omar and Melinda typically take December off and return to regular operations during the second week of January.
- Special Cases:
- Some tickets may require input from a specialist or programmer.
- If this happens, we will notify you and provide an estimated response time (usually within 2 additional business days or less).
Important Tips to Avoid Delays
- Do Not Create Duplicate Tickets:
- Posting multiple tickets for the same issue will cause confusion and delay your response.
- Stick to one ticket and reply to it for follow-ups or additional questions.
- Check the Help Desk for Updates:
- Always log back into the help desk to view our responses.
- Email notifications may be blocked or sent to your spam folder, so checking directly in the help desk is the most reliable method.
What to Do If You Haven’t Heard Back
- If it’s been more than 2 business days and you still haven’t received a response:
- Email us: support@mail.higherlevelstrategies.ladesk.com
- Call us: 866-205-3389
How to Create a Ticket for Faster Assistance
- Be Concise and Specific:
- Keep your message under 250 characters and provide all necessary details.
- Include Key Information:
- Specify the page, video, or file you’re inquiring about.
- Attach screenshots or videos showing the issue or error messages.
- Provide relevant links to pages you’re referencing.
- Use Visual Aids:
- If possible, include a screen recording that demonstrates the problem to help us resolve it faster.
The more details you provide, the better and faster we can assist you.
Need Help?
If you have additional questions or need assistance, feel free to submit a ticket.
If you have never submitted a ticket at our help desk before, please READ THIS ARTICLE to learn how to use our help desk properly.