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Overview

This article will explain the best way to contact our Support team if you have any questions, issues, or feedback.

Please note, if you have any questions specifically about template restrictions (e.g. unable to add a photo, adjust elements or change text), please contact your administrator, as they are responsible for deciding what functionality is available in the template.

How to get in touch with the Outfit Support team

For quick and easy assistance, we encourage you to check out the available articles in our Help Centre! Simply type a keyword (e.g. "documents") into the search bar at the top of the page to display all of our relevant guides. 

If you can't find what you are looking for in the Help Centre, Outfit's Support Team are here to answer any questions you may have.

There are several ways to contact our Support team. You can do this either by:

• Sending a message directly to the Support Team via In-App Chat
• Submitting a contact form
• Emailing support@outfit.io directly.

When a member of our team is online, the chat function allows you to start a live conversation with them instantly. During our non-service hours, you will be directed to the contact form and a member of our team will get back to you during support hours. 

1. Sending a chat message
   During business hours, you can chat directly with our Support Team by opening Outfit’s Help Menu (this is the white ‘?’ icon on the bottom left corner of your screen - seen below), then selecting the ‘Contact Support’ button.
   
   
   
2. Submitting a contact form
   

   When our Support team are offline, the chat messaging widget in the ‘Contact Support’ button will become a contact form. You can submit details of your support request by completing either the General Support form for all general support requests or the Critical Issue form which should only be completed if the issue that you are experiencing is of an extremely urgent nature without an available workaround.
   
   Once one of these forms are submitted, your request will become a support ticket that you can access via email to view and respond to ticket updates. You will receive an email notification for all updates to your support tickets including when tickets are created, commented on, awaiting your reply or resolved.

3. Emailing the Support team via support@outfit.io directly
   Similarly to the contact forms, emailing support@outfit.io will also generate a support ticket that you can access via email to view and respond to ticket updates.
   

Frequently Asked Questions

How can I view a chat conversation once a chat session has ended or has been accidentally disconnected?

Soon after a chat has ended, you will receive an email of your chat transcript, and the chat conversation will automatically convert to a support ticket. If you would like to continue an ended chat, we encourage you to comment on the support ticket (by replying to the email), rather than starting a new chat conversation. This will avoid creating duplicate tickets about the same topic. As a reminder, your support tickets can be responded to via email or from the ‘My Activities’ page.

How can I view my previous support tickets?
You can view all your tickets by visiting the ‘My Activities’ page which will allow you to track and respond to your tickets - we highly recommend bookmarking this page.