Why use the support widget?
Due to a high volume of tickets, we created the support widget as a way to triage tickets based on the request. This allows us to quickly solve tickets that are time sensitive first.
Here are some stats: The median first reply time for requests coming through the widget is <10 hrs, whereas the median for all other tickets is over 2.5 days!!
Fun fact: 10 hours used to be our response time in the early times of Harvie as well as Member Assembler so implementing this new widget process has brought us back to a much quicker response time!
How to Use the Support Widget
From Farmer Admin, click the Support Widget in the lower left hand corner of the page
Click “Contact Us” in the bottom right corner of the widget
In the “I Need To” field, choose a topic from the drop down menu and fill in the required fields and hit submit.
How Farmer Requests Are Handled
All requests in this drop down menu (with the exception of “member request”) will get routed to the “Farmer Queue” where our farm success department will be able to assist you right away. We will triage based on most urgent requests.
Note: Even though you have an assigned account manager, it’s a good habit to get into using the widget. Our farm success team rotates on call hours on the weekends which means that if you emailed your account manager an urgent request on Saturday morning for example, and they are not on call that weekend, your request is not going to be seen until Monday. If you use the farmer widget, it will go into our Farmer Queue where the on call farm success teammate can assist you.
Member Requests via Farmer Request Widget
All requests marked “member request” will be sent to the main queue where our team of 6 dedicated support specialists will triage requests based on urgency.
To send in a request for a member change, select "member request" in the "I need to" field. You'll input the member name or email and then select the member request type. If it's a time sensitive issue related to the creation or finalization of your delivery estimate, please pick "last minute change" so we can pull it from the queue with the highest urgency.
We also request that if a member emailed you directly and you need to forward us a last minute change, please copy the body of the email and send it using the Support Widget ->member request-> last minute change.