Support Tips.

Q4 best practices for support tickets

This is a guide on how to write better Support tickets so direction is clear, there are fewer questions, quicker turnaround times, and an overall better experience for everyone!

Guidelines for Clients

  1. Please submit one request for each update if they are to be published separately. This helps support distinguish the requests and ensures that nothing goes live before it is intended.
  2. Always send a new request to support@q4inc.com instead of replying to an older email containing a previous request. Often, email clients (i.e. Outlook) may cache the Support email with an ID number in the email address (e.g. support+id43629@q4inc.com). Sending a new request to the longer email address containing an ID number can negatively affect the turnaround time for your new request as the ticket does not appear in the ticket queue, and will therefore be missed by the Support team. Best practice would be to send all new requests to support@q4inc.com so that your request can be addressed in a timely manner.
  3. Subject line should ideally have the following naming convention, particularly for earnings or time sensitive content:
    • [Priority] - [Date/Time to be Published to Site] - [Client Name] - [Brief Task Description]
      • E.g. [Mon 1/28 @ 6am ET] - CompanyX - Add Q1FY15 Presentation
      • E.g. URGENT - CompanyX - Upcoming Earnings event missing from homepage
  4. Instructions should be laid out clearly so the Support team will understand your request. Although screenshots are helpful in conveying information, it is not a requirement. Below is an example of a clearly written Support ticket:

    We are preparing for the Earnings call tomorrow. Can you please assist us in getting these items updated and published for tomorrow at 6am ET?

    1. Update the Quarterly Earnings box for 4Q on the home page (PressRelease.PDF and Presentation.PDF) Please ensure that the Press Release appears above the Presentation.

    2. Add the Supplemental slides (EarningsPresentation.PDF) to the following locations:
    (1) Quarterly Earnings box (http://www.company.com/investor/why-invest/default.aspx),
    (2) Presentations section (http://www.company.com/investor/presentations.aspx),
    (3) Quarterly Reports under the Financial Information (http://www.company.com/investor/financial-information/quarterly-reports/default.aspx)

    3. Add the Press Release (PressRelease.PDF) to the following locations:
    (1) Quarterly Earnings box (http://www.company.com/investor/why-invest/default.aspx),
    (2) Quarterly Reports under the Financial Information (http://www.company.com/investor/financial-information/quarterly-reports/default.aspx)

    4. Add the following documents to the Quarterly Reports section under the Financial Information
    (http://www.company.com/investor/financial-information/quarterly-reports/default.aspx)
    a. Historical LIFO
    b. Segment Historical Data
    c. Quarterly Historical Data

    Note: Unless otherwise stated, all requests must be approved by you or a member of your team either verbally or in writing, before any update/change is published. Exceptions would include fixing a broken page, an update to a previous document due to minor changes (e.g. a newer version of a presentation) or an urgent item that is to be completed ASAP. If you do not wish to preview the update/change before it is published to your site, please indicate this clearly in your request with “Please let me know when this update is complete and publish all changes. You do not require my approval for this update.”