Search First¶

The article below explains how to access and search the TouchPoint Documentation.

If you do not find the answer to your question in the documentation, return to the Help page in your browser and follow the steps below.

Contact Support¶

Step 1

Click the ? Help icon at the top-right of TouchPoint and then click the Contact Support tab.

• Subject - Enter a few words to let us know what this request is about.

• CC - If you want to copy anyone else at your church, enter their email address in the CC field above the body of the email. You may enter multiple addresses, separated by a comma. A copy of your support request is automatically sent to the AdminMail address that is in your church’s Settings, so it is not necessary to copy that person.

• Priority - Select the appropriate priority from the drop-down menu: LOW, NORMAL, or CRITICAL. Reserve “CRITICAL: Urgent issue that is impacting the operation of the church” for true emergencies.

• Type your request in the body of the email. Be specific, including the names of people or Involvements, so that we can troubleshoot effectively. The more information we have at the start of the request, the quicker we can resolve your issue.

Note

After you click Contact Support, and before you submit your first request, notice the examples: Example of a good support request and Example of a good bug report. These are there to help you format your request or bug report, so that you give us the information we need to quickly give you the help you need.

Step 2

When you have provided the information we need, click the blue Submit Request button. You will receive an email confirmation letting you know that your request has been received and that someone will get back to you shortly.

A copy of the request is also sent to the administrator at your church (the email address in the AdminMail Setting).

You will receive a reply from a support team member as quickly as possible.

Why not just email TouchPoint Support directly?¶

When you use Contact Support as described above, the email that our support team receives will give us important details, including:

• your name

• your user roles

• your email address

• the URL for your TouchPoint database

• the priority you selected and any CC addresses

• the information you enter in the body of the email

This information saves time when accessing your database and shows immediately whether the issue is that you need an additional user role. It also allows team members to claim the request, so we know who will answer you. For these reasons, use Contact Support rather than emailing us directly.

Why not just call?¶

A phone call is usually not the most efficient use of your time or our support team’s time. When you submit a support request describing the issue, we can research it in advance, and in most cases our email reply is all that is needed. We frequently include a link to the help article that relates to your question.

We are able to answer emails at times when we may not be able to get on a phone call.

For example, during an online training session or demo, one team member may answer your email while another leads the call. During those times, we would not be able to take a phone call, and you would wait much longer for an answer.

If necessary, after the initial request, we will suggest scheduling a Zoom or Teams meeting or a phone call to demonstrate something or discuss the issue.

Corrected how My Data support requests are routed, added the SupportAdmins Setting behavior, rewrote content in a more professional tone, and replaced the Contact Support screenshot.