Handshake’s Support team is committed to providing timely and effective responses to your inquiries.
To help us assist you quickly and accurately, follow these key tips for submitting a support request to streamline the process and minimize delays in communication:
Set the stage with context
We understand that Handshake’s platform is diverse, and each user might have a unique way of interacting with its features. Sharing the context of your request will give us a clearer picture of your goals and the challenges you’re facing. A well-detailed explanation helps our team assist you faster and more effectively.
Consider these questions to frame your request:
- Who is involved in this issue? (Users, departments, etc.)
- What part of the platform are you using? (Job postings, events, etc.)
- Did you encounter any error messages?
- What are you trying to achieve, and why is it important for your organization?
A clear, concise subject line in your ticket also helps us prioritize and address your issue more effectively.
Include essential details
The more specific and detailed you can be, the quicker we can diagnose and resolve the issue. Here’s what to include in your ticket to help our team get to the heart of the problem:
- Page information: The title and URL of the page where you experienced the issue (e.g., job post, event, interview schedule).
- Impacted users: Email addresses of any users affected by the problem.
- Screenshots: Visuals of the error message or the page where the issue occurred.
- Expected outcome vs. actual results: Describe what you expected to happen and what happened instead.
- Troubleshooting steps: Share any actions you’ve already taken to resolve the issue.
- Browser details: Let us know what browser you’re using.
- Pro tip: In general, Chrome and Firefox provide the optimal user experience.
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.