Need support resolving an issue or making an update to your website? Use our support ticket system to receive the best service and fastest turnaround times. Our support team is available Monday – Friday 9 am – 5 pm CST. We will work our hardest to resolve your support ticket in a timely manner.

Here is our step-by-step guide on how to submit an effective support ticket request.

Step 1:  Submit The Ticket

  • Email support@thegreenhillsgroup.com
  • Use the email subject to summarize the issue or request
  • If your website is down or you have a time-sensitive request, begin your email subject with “URGENT”

Step 2:  Add Description with Screenshots and Links

We have a few tips that will be helpful when reporting an issue or sending in a new request. These tips will help us improve turnaround time and help you get to your desired outcome fastest. Please submit only one email request per issue or request.

For Resolving an Issue:

  • Try your best to summarize your issue/s
  • Bullet points, screenshots, and screen captures are helpful
  • Copy the URL or link if you are referring to a specific page
  • If you have tried to troubleshoot the issue, describe the steps you have taken

For a New Request:

  • Try your best to summarize your request
  • Bullet points, screenshots, and screen captures are very helpful
  • Copy the URLs or links of the pages you would like to update
  • Be sure to include all of the assets (images, copy, etc.)
  • If required, share a date and time you are available to review and discuss the request

Step 3: Next Steps

  • Once you have successfully submitted your ticket, our support team will respond as soon as we are available. We typically respond within 24 hours.
  • If you have requested our team resolve an issue, please allow us time to recreate the issue and troubleshoot the problem. It’s helpful if you allow our team to take over the troubleshooting process to avoid confusion.

Common Support Requests:

  • Report an issue
  • Website updates
  • New project requests
  • Request access to accounts
  • Check-in with your customer success team

We created our support ticket system to provide a positive customer experience with fast turnaround times. If you have any questions or would like to schedule a call with our team, send us an email at support@thegreenhillsgroup.com or contact us today!