Link2Feed utilizes Zendesk to efficiently monitor and track support tickets submitted into the system. Please note that only the Network Administrator has the necessary access to submit a support ticket.
Before you continue, please review this article for a quick update. Support Experience Update
How to Submit a Support Request
To submit a support request through Link2Feed, follow these steps:
- Access the Support Menu: After opening an application, click on the Support tab located in the left navigation menu.
- Start a New Support Ticket: Select New Support Ticket. This will redirect you to our support site.
- Log In: If you're not logged into the support site, you won’t see the option to submit a support ticket. Please log in to enable this feature.
- Submit a Request: Once logged in, you’ll find a Submit a request option in the top-right corner of the screen. Clicking this will take you to a web form where you can create your support ticket.
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Fill in the Details: The web form will prompt you to provide key details such as:
- CCs (optional)
- Priority
- Subject
- Description
- Type of Request
- Attachments (optional)
Important Information on Adding CCs:
- When adding CCs, ensure that individuals listed have the necessary Network Administrator access to submit tickets in Link2Feed. This helps maintain a smooth and effective process.
- If you need to include users who are not Network Administrators, please mention the CCs at the top of your request, and we will manually add them. This step is essential to ensure all relevant users receive communications. Without this, there’s a risk that the CCs may not receive the necessary updates.
Key Information to Include in Your Support Ticket
Providing detailed information in your support ticket is crucial. It helps the support team resolve your issue more efficiently without needing to request additional details. To ensure the Link2Feed team can accurately replicate and address the issue, please include the following:
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Your Organization/Network Name:
If submitting on behalf of another organization, also include their name. -
User Information:
Provide the name and email address of the user(s) experiencing the issue (if not yourself). -
Issue Timeline:
Indicate whether the issue occurred recently, previously, or if it's an ongoing problem, including the specific time period if applicable. -
Page URL:
Include the URL of the page where the issue occurred. -
Screenshots:
Attach screenshots that capture the entire screen, including the URL, web browser, and any relevant user/client information (if applicable). -
Web Browser:
Specify the web browser being used, such as Google Chrome, Mozilla Firefox, or Internet Explorer. -
Client Intake Inquiries (if applicable):
If your issue is related to client intake, provide examples—multiple examples are welcome. -
Organization Details:
Indicate the organization you were logged into when experiencing the issue. -
Client Information:
Include the client ID number and the name of the profile you were working on, as well as the specific tab where the issue occurred. -
Report Inquiries (if applicable):
If your question relates to a report, provide the following:- Type of report
- Date range used
- Selected sections
- Specific sections you have questions about
Submitting Your Ticket
Once you’ve entered all the relevant details, click Submit at the bottom of the screen. You will receive a confirmation email that your request has been submitted.
By clicking View Request, you'll be guided through the steps to set up your account, allowing you to view any open tickets you have. After registering, Link2Feed Support will link your name to your organization, enabling you to view all tickets submitted by users from your organization upon request.
Additional resources:
For additional details on various aspects of the support ticket process please review this resource: