Returnity Launches Client Support System

In November 2010, Returnity launched a new process to manage technical support and user support. It is a web-based platform (JIRA) that is monitored by the production team between 0830 and 1800 (AEDST). Following a successful trial period over the busy December period, we are now moving to a full implementation of this process.

There are 2 ways to make a support request.

For Ehlo users, there is a direct feed into Returnity Support via a link at the bottom of the user interface, Support Request.

Clicking on this link opens a form for you to enter the details of your request. On the receiving end, our Support Team can see the details of your request along with information on the instance, agency and publisher details, your username and login address. All of this extra info helps us get to work on resolving your request as quickly as possible.

For React users, you can email Returnity Support via the mailbox, support@returnity.com.au.

A few guidelines to follow when logging a support request.

Subject line should include the name of your business/organisation, publisher (client) name and a brief description of the problem.

The lead copy of the body should then include:
Platform: React or Ehlo
Username:
Login URL:
Component: Data, Campaign, Report, Admin, Login, Content
Description:
- As much detail as possible to help us resolve the problem as quickly as possible
- Attach a screenshot, HTML or data file as necessary


For example,
Subject: Returnity Click: can’t upload data file

Email Body:
Platform: React
Username: Returnity_click
Login URL: https://secure2.optin.com.au/system/rsp/login2.rsp
Component: Data Import
Description:
I’m trying to upload my email list but the file won’t upload.
Error message ‘Fieldname not recognised’. Please help.
Thanks,
Jon Smith, Returnity


From a user’s perspective, you can expect an initial response from the Support Team within 2 hours of logging your request. The initial response will acknowledge receipt of your request, provide you with a direct contact and an estimate of the time expected to resolve your request.

Please contact your account manager if you have any questions or would like more information.