Our dedicated Handshake support team is committed to providing timely and effective solutions to your inquiries. To streamline the process and minimise delays, follow the guidelines below when submitting a support request.
1. Provide context
Each user interacts with Handshake differently, so sharing the background of your issue helps us understand your goals and challenges. A detailed explanation allows us to assist you more effectively.
Consider including:
- Who’s involved (users, departments, etc.)
- What part of the platform you’re using (e.g., job postings, events)
- Error messages you’ve encountered
- Your goals and why they’re important
Pro tip: Use a clear, concise subject line to help us prioritise and address your request faster.
2. Include essential details
Specific information helps us diagnose and resolve your issue quickly. Be sure to include:
- Page information: Title and URL of the page where the issue occurred.
- Impacted users: Email addresses of affected users.
- Screenshots: Visuals of error messages or problem areas.
- Expected outcome vs. actual results: What you hoped to see versus what happened.
- Troubleshooting steps: Actions you’ve already tried.
- Browser details: Mention the browser you’re using (Chrome and Firefox work best).
By providing these details upfront, we can minimise follow-up questions and focus on resolving your issue efficiently.
3. Best practices for quick resolutions
We want to resolve your issues as quickly as possible. Here’s how you can help us help you:
Tell your story
Give us a snapshot of your workflow, ultimate goals, and where you’re running into problems. Sharing this context ensures we’re aligned with your needs.
Questions to consider:
- Who’s involved?
- What part of the product are you using?
- What error messages are appearing?
- What are you trying to achieve and why?
Share the critical details
Specific, descriptive information can cut resolution times in half. Include:
- Page titles and URLs
- Impacted user emails
- Screenshots
- Expected vs. actual outcomes
- Troubleshooting steps
- Browser details
Ticket (examples)
Clear, detailed tickets make all the difference! Providing specific information upfront helps our team quickly understand your issue and take the right steps toward resolution.
To illustrate, here are examples of effective and less effective ticket submissions.
(Effective) ticket:
- Subject: Students cannot register for events on campus.
-
Description: Students receive a “Not Qualified” message on event pages and cannot register. This happens for several events, including this one:
- Event: Andover Finance Opportunities Info Session
- Impacted Students: [list of student emails]
- Attachments: Screenshots of the error message.
With this level of detail, we can often resolve the issue or escalate it appropriately in just one response.
(Less effective) ticket:
- Subject: Students cannot register for events on campus.
- Description: Students receive a “Not Qualified” message but need to register.
This ticket lacks critical details, requiring us to follow up and ask questions, which delays the resolution process.
Why this matters
By providing this level of detail, you help us resolve your issue more quickly and with fewer follow-up questions. This not only saves you time, but also allows us to focus on the core of your issue right away.
With just a little preparation and thoughtful detail from you, our team can jump right into action and provide the best possible solution.