Last updated: November 8th, 2021
Purpose: This is to share with you a little bit about what the support station is, and the idea for the future of the marsdigital.me site. At the moment, we have the support station all up and running.
When you first log in to the marsdigital.me website, you’re going to have three different options available to you. So we got;
- 1. My Projects which is coming soon but this is all about what it is that we’re doing for you. Whether that’s a website development, SEO, or package, and we’re doing ongoing work. This is going to house all that information so that you know exactly where everything is and what the progress is on that.
- 2. Knowledge Hub which is also coming soon. This is where going to house a whole lot of information around what you can do yourselves and frequently ask questions so looking at things like how to update your DNS records. This is going to house all that information. So you can jump in and quickly troubleshoot how to do something or figure out what any issues may be and what the quick fix is for that.
- 3. Support Station which is available today in version 1.1. The support station is all about making sure that what you need is done as quickly as possible.
When you’ve logged in, and you’ve gone through the support station, you’ll see all your active tickets, so when you first land on this you’ll see your unique ticket id so if you ever need to contact us or chat over the phone, this ticket number will tell us what we are referring to and what we need to do. You got the name which will be the business name who submitted it, we have the URL so this can be a direct link to a page. We have a brief description of the type of support that’s needed, status, date, and then action.
Now if you are to submit a ticket, we’ll run through how that works.
1. So we’ve got Submit a Ticket here or we can do it on the left-hand dashboard.
2. Then, we have the name of the person submitting it or the company name depending on how it’s being entered. You can enter the direct URL or direct link to the page. You can select the type of support that you need, is it to do with;
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- Emails and email notifications
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- Error or bug
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- Nees a new feature
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- Want a new page or post loaded
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- Need to update or list new products, or
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- Need to update content in general; whether that’s changing add-on image or changing out some text
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3. And once you’ve selected one of these, you have a brief description. Let’s say we’re updating content and you want the image on my homepage to be changed and a banner image and homepage banner to be changed. Unchanged: And once you’ve selected one of these, you have a brief description. Let’s say we’re updating content and you want the image on my homepage to be changed and a banner image and homepage banner to be changed.
4. Now we have a detailed description of what you need, so this is where you can be a bit more descriptive so there is no limit to the number of characters here.
You can say that you need the image on the homepage changed from this image on the third panel etc., whatever may be, and tell us exactly what it is, then you have to choose files, attachments, this is where you can upload a screenshot of the image you want to change, as well as the image that you want to change it to.
5. Finally we have the raise ticket. When you click on raise ticket, instead of sending us an email and potentially getting lost them inboxed, it sends a notification in our internal communication tool “Slack”.
This is available to the entire Mars Digital team so we can all see that and we’re all able to jump on and make sure that it gets done as quickly as possible. We also have someone that is responsible for making sure that this is all done so if you want something actioned as quickly as possible, jump into the marsdigital.me. Log a support request through the support station and we’ll get down to it.
We hope you find these useful and explain what the support station is all about and what the future for the mars digital .me site is all about and how can help us serve you better and get you better results so if you have any questions in the meantime, by all means, do get in touch or you can even test out the support request and submit a ticket, ask us a question.
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