Our Support team is here to help you succeed! We genuinely enjoy solving problems and working with you to find solutions. Whether you need immediate answers or complex problem-solving, this guide covers how to get the right help at the right time - from our 24/7 AI assistant to crafting tickets that get results.
Start with Eddy for instant answers
Before diving into ticket writing, meet Eddy - your 24/7 AI support assistant who's always ready to help! Eddy lives in the chat icon at the bottom right of your admin dashboard and can instantly answer common questions, guide you through features, and even help determine if your issue needs human attention.
Eddy excels at how-to questions and standard features like "How do I add a new page to my website?" or "Where do I find the calendar settings?" or "Can you walk me through uploading an image?"
Try asking Eddy questions using natural language - be specific and include details like page URLs or error messages for the best results. If Eddy can't fully resolve your issue, no problem! The assistant will seamlessly help you submit a support ticket with all your conversation context automatically included, giving our human team a head start on understanding your situation.
Check the system dashboard first
If you're experiencing issues that seem widespread or affecting core functionality, there's one quick check that could save you time and get you answers even faster.
When experiencing widespread issues, your fastest path to information might not be a support ticket at all. Our System Status Dashboard at status.edlio.com provides real-time updates about any ongoing service disruptions. If an outage affects multiple clients, our team updates the dashboard every 30 minutes with the latest information about the cause and estimated resolution time. You can subscribe to receive these updates directly via email, ensuring you stay informed without waiting for individual ticket responses.
Bookmark status.edlio.com for quick access during any service interruptions - it's your fastest source for real-time updates when you need them most.
Structure your request for success
When you do need to connect with our human support team, the way you structure your request can make all the difference in getting a quick, accurate resolution.
One issue per ticket
Our specialized support structure means different team members excel in different areas of the platform. Our payment processing expert might not be the best person to handle your website questions, and vice versa. By creating separate tickets for unrelated issues, you ensure each problem reaches the right specialist immediately. Don't worry about ticket volume - there's no limit to how many you can create, and separate tickets actually help us serve you faster.
Tell the complete story
Within each focused ticket, think of your support request as telling a story - we need to understand the plot to help you reach a happy ending. The more context you provide upfront, the quicker we can jump into problem-solving mode. Paint us a clear picture by covering the essential details: Which user encountered the problem? What specific steps led to the issue? Where in the system did this occur? When did you first notice something was wrong? Why is this causing problems for your workflow? The more complete your initial description, the less back-and-forth we'll need to get to the bottom of things.
Include screenshots
Screenshots are incredibly powerful tools for conveying exactly what you're experiencing. Whether you're seeing an error message, a layout issue, or unexpected behavior, a visual can communicate more than paragraphs of description. When taking screenshots, make sure to include the browser's address bar so we can see the exact page and URL. There are many excellent tools available for capturing and sharing screenshots quickly - find one that works well for your workflow and bookmark it for future use.
Occasionally, we might split a complex multi-issue ticket ourselves to ensure each component gets proper attention from the right team member.
Show us the way
Help us get oriented in your specific environment by providing clear navigation guidance.
Remember, while you navigate your system daily, our team works across many different client environments. That feature you use constantly might be tucked away in a location we'd never think to look! Help us get oriented by providing direct links to both the public-facing pages and admin areas where relevant. If you're describing a process, walk us through the navigation path step by step. For systems with complex admin structures, a front-end URL can be invaluable for helping us locate the exact area you're referencing.
Great support starts with great communication. We're here to help make it happen!