Introduction


When managing your eDirectory website, knowing how to access support quickly and efficiently can make all the difference. At eDirectory, we prioritize providing you with all the assistance you need to ensure your experience is smooth and productive. In this article, we’ll outline everything you need to know about getting support from our team.

Support Hours

Our Support Team is actively available to assist you from 9 AM to 5 PM Brasilia Time (BRT), Monday through Friday.

How to Contact Us

We offer multiple channels for support, each tailored to address specific needs. Here’s how you can reach us:

1. Email Support 


The best way to get support is via email. This allows you to describe your issue in detail and attach screenshots or links for better context. With email, our team can thoroughly investigate and address your concerns accurately.


Here’s a suggestion on how to request support via email:


Step 1: Write a Descriptive Title


Your email title should summarize your issue.

  • Example: Events Not Displaying on My Site


Step 2: Include Detailed Information in the Body


In the email body, provide as much information as possible:

  • Your Site Domain: Let us know the site you’re referring to.
  • Description of the Problem: Clearly explain the issue you are experiencing.
  • Steps to Replicate the Issue: Share the steps you take that lead to the issue.
  • Page Link: Provide the link to the page where the issue occurs.
  • Screenshots: Attach a screenshot that clearly shows the problem.


Why This Information Is Important


To effectively investigate and resolve the issue, we need enough context about your site, the error, and how it can be replicated. Providing all this information ensures that we can address the issue accurately and quickly.


Example Email Request:


Title: Events Not Displaying on My Site

Body:
Hello Support Team,

I’m experiencing an issue where the Events section is not displaying correctly on my website. Below are the details:

  • Site Domain: mysite.com
  • Issue: The Events page is blank, and no events are appearing.
  • Steps to Replicate:
    1. Log in to the admin dashboard.
    2. Navigate to the Events section.
    3. Visit the public Events page (mysite.com/events).
  • Page Link: https://mysite.com/events
  • Screenshot: Attached is a screenshot showing the blank Events page.


Thank you for your assistance!


Best regards,
[Your Name]




2. Chat Support


If you have a quick question or need assistance with basic functionalities, our Customer Service Team is available via chat.

  • Access chat support here: https://www.edirectory.com/
  • What we assist with: Basic instructions and guidance on eDirectory functionalities.
  • Limitations: Chat agents specialize in simpler queries and may not be able to assist with complex technical issues. For in-depth technical help, we recommend using email support.

3. Phone Support


For assistance, to report issues, or urgent matters, you can call our Customer Service Team at 


+1 800 630 4694 (toll-free)

+44 118 370 2340 (UK)

+61 8 6119 8176 (Australia)


What we assist with: 


  • Basic questions about eDirectory platform.
  • Billing matters.
  • Reporting issues.
  • Guidance on best practices.


How it works:

  • Agents will help with basic matters and can create a support ticket if technical assistance is needed.
  • Limitations: Technical issues cannot typically be resolved over the phone, as they require investigation and resolution by our Technical Team via email. Additionally, please, note that our agents do not provide assistance for third-party platforms such as Google, Facebook, Mailchimp, etc. 

Important Notes

  • For complex or technical issues, email is always the best option, as it allows our Technical Team the time and tools to provide thorough solutions.
  • Chat and phone support are ideal for basic questions or reporting issues that don’t require immediate technical analysis.

We’re here to ensure you get the support you need, whenever you need it. Thank you for choosing eDirectory!