There are THREE main ways you can contact us:


1) Click the 'Help Button' on a task

2) Send a message through FreshDesk (or email us directly - helpme@timeetc.com)

3) Reply to a Private message 


Each system is there for a specific purpose so it's important you know how to communicate your problem or query correctly, so as we can respond as efficiently as possible! We want to help you!


Here is some information on each contact route, telling you when and why to choose them:


Clicking the 'Help Button' on a task


When?

  • If you can no longer work on the task
  • If you have logged the incorrect amount of time to the task you're working on
  • Your Client has a question you can't answer
  • You are struggling with the task
  • You don't think the Client is happy with your work
  • You need more information to carry out the task
  • You don't have the skills to carry out the task


Problems must be specific to the task you are working on!


Why?

These problems are things we need to help you with ASAP so you can maintain a good working relationship with your client. Your message will be directly forwarded to our high priority inbox, where we will be informed of your issue and taken directly to your task to help. You will be notified when the issue has been resolved, so you can carry on with wowing your client with your amazing skills! 


Send a message through FreshDesk (or email us directly)

Screenshot 2016-03-31 14.07.19.png

When?

  • When you have a general question or query that may or may not be related to a task your working on.
  • DO NOT use this method if you have a specific problem on a task you need fixing. In this situation CLICK THE HELP BUTTON. 


Why?

It helps us prioritize your queries, so you can get quicker responses to your problems. 



Reply to a Private message


When?

  • When a member of the Time etc team has reached out to you via a private message about a specific and you are responding to that message about that task ONLY.  


Why?

We like to communicate with you to see how your getting on with a task. This is our way of contacting you directly about a specific task. If you use this opportunity to bring up other problems it will may not be seen and prioritised accordingly in the same way as the 'Help' button will, delaying your productivity of the task. 


If the problem is a general bug or system issue, please see this article.