When you’re looking to create a new website, the last thing you think about is what happens after you launch it.
But in truth, the launch is only the start, and our support service is here to help you along.
We know that support is essential when you have a website – if you have access to change things or add blog posts to your website or products to your e-commerce shop, you are bound to have questions.
Even if you don’t, you may need a phone number to be changed, or to make bigger changes to your website.
And since we provide email, you need somewhere to turn if you have a problem or a question.
Don’t worry – our support service is here for all our hosted clients – and it’s easy to use.
How to get help with your website
The easiest way is to email help[at]moghill.co.uk (replace the [at] with @
You’ll need to give as much information about your request as possible, as the more info we have, the more likely we are to resolve it quickly.
This will generate an automatic reply and your request will be added to a queue. Support tickets are normally prioritised but even for non-urgent requests you will get a response within 24 hours.
Even in the case of an urgent request (if your website is down, for example), the Support ticket system is the best way to contact us to ensure your request is dealt with quickly.
Replying to tickets
You can respond to tickets entirely through email, but our online help app, Freshdesk, also provides us with a help website, which allows you to login and view past tickets etc.
When you first use the system you’ll receive a welcome email with login instructions. You can log in or change your password at: http://moghill.freshdesk.com/support/login
Other ways to open a support ticket
Our support ticket forms prompt you for more information about your request and let you tell us how important you think it is.
Access the support webform by:
- By using the support form on this website
- By clicking on the tab marked Open a support ticket on this website – this opens a support form
How we act on support tickets
We monitor the support ticket system throughout the working day and act as soon as possible on urgent requests.
Typically urgent requests are rare.
Other requests are prioritised and dealt with according to our guidelines below. The system allows us to track any issue through to resolution, and keep in touch with you through the system, or by phone if necessary, along the way.
When your request is resolved we’ll send you an email acknowledgement.
If you need to re-open the ticket, just reply to the email.
Why we use a support ticket system
We launched our support ticket service in mid 2014 and it handled more than 350 tickets in its first two years, so it’s popular with our clients.
For us it’s an efficient way to keep track of issues and requests for small changes on websites, while being as open as possible and making sure nothing slips through the cracks.
There’s a lot more information on support and how we do it in our Support Policy.