Search First¶

Please see the article listed below regarding our TouchPoint Documentation - how to access it and how to search for what you need.

If you do not find the answer to your question in the documentation, return to the previous tab of your browser and follow the simple steps below.

Contact Support¶

Step 1

Click the ? Help link 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 using the drop down menu. Please do not select “CRITICAL: Urgent issue that is impacting the operation of the church” for every request. Use this for true emergencies.

• Type your request in the body of the email. Please be specific - giving us 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 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

Once you are satisfied that you have provided the information we need, just 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.

Also, an email will be sent to the Admin (the email in the AdminMail Setting) at your church, letting that person know that you have a question and have asked for help.

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 information you enter in the body of the email

That information saves us so much time in accessing your database, and lets us know immediately if the problem is simply that you need to be given an additional user role, for example. It also allows the team members to ‘claim’ the request, so we know who will answer you. This is why you always want to contact support using this method, not by emailing directly. This is the most efficient way for you to get the support you deserve in a timely manner.

Why not just call?¶

Sometimes people just ask us to give them a call. This is not the most efficient use of our Support Team’s time or yours. By submitting a Support Request giving us information about what you are having trouble with, we will be able to research what’s going on and most of the time our email reply will be all that’s needed. Frequently, we will also include a link to the help article that relates to your questions.

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 of us may be available to answer your email while someone else on our team is doing the talking on the call. During those times, we would not be able to take a phone call and you would have to wait much longer to get an answer.

If necessary, after that initial request, we will suggest scheduling a Zoom/Teams meeting or phone call. We will do this if we need to demonstrate something for you or if the issue requires discussion.

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