If you have a question or a problem, we are here for you. Below, we explain how we process your ticket:
- Create a ticket: Create a ticket by emailing us at service@studytube.nl or via our service portal support.studytube.co.uk. Our service department constantly monitors the inbox to ensure that urgent issues are not overlooked.
- Categorisation: We classify each ticket as a support question, idea or incident. An incident means that you are (partially) unable to use our learning platform or are experiencing problems with it. This is of course very annoying and we deal with the incidents first.
- Prioritisation: Have you reported an incident? Then we prioritise it according to how many users are affected and how serious the problem is. You can view the priority of a ticket at any time in the support portal.
- Processing: We will take up your ticket, starting with the highest priority issues. If we know the answer immediately, we will let you know. If not, we'll let you know that we're investigating the issue.
- Investigations: Sometimes we need more information. In this case, we will ask you for this information and update the ticket status to let you know that we are waiting for your response. Reporting to the technical department: If it turns out to be a technical issue, we will report it to our production & development department. Our developers will then work on it. We will notify you and inform you as soon as the problem has been resolved.
- Closure: Once we have processed your ticket, we will inform you and mark it as ‘closed’. If you are not happy with this, you are welcome to send us a comment. We are always open to your feedback and questions.
N.B. It can happen that something that starts as a support request becomes an incident. In this case, we will adjust this in the ticket. The priority may also change depending on what information we discover when we review the enquiry.
What can I do to ensure that my enquiry is processed as quickly as possible?
We are here to help you, but sometimes we need your help to do this as efficiently as possible. A clear description of your problem can help us a lot. Try to be as specific as possible and give us as much information as you can. Here are some tips:
- Give an example (e.g. the email address of a user who is experiencing the problem)
- Describe clearly what you are trying to achieve, how you are trying to achieve it, what is happening and what you expect to happen.
- Provide links to the pages involved and screenshots or a screenshot. This way we can immediately see what you mean.
This information will give us a clear picture of the problem and help us to fix it as quickly as possible.