It is frustrating when we need help but can't get it as fast as we'd like it. That's why we've provided these hacks and tips below to help you get the fastest resolution time possible for your HighLevel Support Related Requests!


By providing a clear description of the issue (following the Pro Tips below) your request will be quickly understood. Resulting in a better experience and faster resolution time from our agents.


The factor we care about is your time and business. So save yourself valuable time by providing the right details upfront!


TABLE OF CONTENTS

Pro Tips 

What Information Should I Provide To Get The Fastest Resolution Time? 

  • Replicate the Issue

Once you see an issue, start from the beginning and run another test. Slowly checking the steps, setup, and process. It is best to record this to provide support as this will be the first thing we will do ourselves.


  • Record a Loom (free) or any screen recording software (with audio preferred)

Loom is a free screen recording software. We use it A LOT internally and externally here at HighLevel and for good reason. For example, have an issue that is bringing you into HighLevel Support. Instead of writing it all out, you can record your screen and replicate the issue and talk through the setup on Loom. Then send the link with your request. This is a HUGE time saver for both you and HighLevel Support. Trust us! Just download it and give it a try today! Soon you'll be using it for everything :)


  • Explain the Full Situation

As with replicating the issue, we need to see what happens before and after the issue occurs. As well as the setup and logic. For example, a workflow that triggers before the issue takes place.


  • Include specifics, like locations IDs, workflow names, funnel names... and any examples!

At any time, you can copy the direct link in your URL when you are within the specific workflow or on the right funnel step. If you know the IDs, use this. Or at a minimum include specific names to the workflows, calendars, users, or any other part involved. As well as specific references to example contacts or data that shows the issue. 

 


Things that will slow your resolution time down:

- Creating multiple tickets for the same issue
- Having other agents or users submit the same ticket using different emails



Looking for Instant Help? Check Out These Self-Service Resources!


It is frustrating when we need help but can't get it as fast as we'd like it. That's why we've provided these hacks and tips below to help you get the fastest resolution time possible.


1. Search our community Facebook group for questions?

Chances are someone has asked this question.


2. Check out our knowledge base and or our YouTube?

Chances are there is an article, please try searching different keywords or phrases. 

 

3. Hop into one of our weekly and monthly events here.

HL Daily Group Demo - Register Here

Bi-Weekly Q&A Session: 10:00-10:45 am CST Monday and Thursday - Register Here