Knowledgebase

    Entering A Support Ticket

    Submit a support ticket to directly access a StarChapter Support Advisor who can answer questions about using the software. Follow these guidelines to help our team address questions promptly. Alternatively, call StarChapter’s toll-free number at 866-775-3205 to leave a voicemail. Describe the question or issue, and a team member will enter a ticket on your behalf. In both cases, a support ticket is routed to the StarChapter Support Team and addressed within eight (8) business hours.

    Entering A Ticket

    To enter a ticket, login to the admin area. On your top navigation bar, go to Support (Life Ring Icon) > Enter a new support ticket.

    Dashboard

    If there are multiple issues to address, and the topics are not related, it is best to enter separate tickets for each issue. This allows StarChapter's Support Team to more efficiently resolve questions.

    Ticket Templates

    To ensure that the StarChapter Support Team can address your issue efficiently, please include any information you have about the issue, examples, and your goal.  

    The following ticket templates include useful information.

    Template One

    “I’m having trouble with [PROBLEM AREA]. I would like this to [YOUR GOAL]. In addition, [RELATED INFORMATION].  I have attached [FILES]. Reach me via [PREFERRED CONTACT METHOD] at [PREFERRED CONTACT TIMES]."

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    Tip: When entering a specific time, please allow several business days so the support team can accommodate your availability and get a confirmation back to you with some notice.

    Template Two

    Goal:
    Issue Description:
    Related Information:
    Attachments: 
    Preferred Contact Method and Times:

    Requesting a Call 

    To receive call back support, create a support ticket requesting a call back. Include any preferred times and phone numbers within the ticket. A member of the StarChapter Support Team will schedule a call at one of your preferred times and confirm this through your ticket in advance. In order to ensure that our team members can investigate your issue, prepare for the call, and block out enough time to address your concerns, all calls must be scheduled with a member of our team.

    Responding To A Ticket

    StarChapter sends responses by email to the address associated with the ticket. 

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    Tip: If you have not received a response within eight (8) business hours, StarChapter's response may have been stopped by your spam filter. In your StarChatper admin area, go to Support > See all support tickets to review all responses to your current and past tickets.

    The easiest way to update a ticket is to reply to the latest message. Keep the ticket number in the subject line in the response. Your responses are received in plain text format, so avoid in-line responses indicated with formatting (e.g. using bold or color to highlight your text). That formatting will be stripped and unavailable to the StarChapter Support Team.