Submitting a help ticket.
Q: Where do I go to submit a help ticket?
A: You can submit a ticket by clicking on this link:
http://helpdesk.yuku.com/
Q: Do I have to be logged in to my yuku account to submit a ticket?
A: You do not have to be logged in to your yuku account to submit a ticket. As a matter of fact, it doesn't make a difference whether you are logged in to your yuku account or not.
Q: What is a help desk account?
A: When you submit your first ticket, a help desk account will automatically be created for you. This account will have a different password than your yuku account and it will be based on the email you used on your ticket submission form.
Q: So when I submit my first ticket, a help desk account will be created for me. I get that. But do I have to be logged in to that help desk account if I want to submit another ticket?
A: No, but we strongly suggest it.
When you submit a ticket without being logged in to your help desk account, but you use the same email you have used to submit your first ticket with, your ticket will automatically be added to your account. However, when you submit a ticket while being logged in to your help desk account, you don't need to enter your email. This reduces the risks of entering an incorrect email.
Q: How will I know what my help desk account is? Where do I find my password?
A: Each time you submit a ticket, an email will be sent to you. In the email, a link will be provided to your help desk account. Below the link is the password for that account. To log in to your help desk account, copy the password, click on the link and log in by pasting the password in the appropriate box.
Q: I keep getting this error: ERROR: You do not have enough permissions to access this page. Please log in by entering your Email Address and Password.
A: This error occurs when you click on the link in the email you received with confirmation of your ticket submission while you are logged out of your help desk account. Once you log in, the error will go away.
Q: I submitted a ticket but I didn't get a confirmation email. How will I know where to check on the status of my ticket?
A: First, check your junk mail folder. If it is not there, it is possible that you entered an incorrect email address. If you did not receive confirmation of your ticket submission, please don't hesitate to submit a new ticket.
If you already have a help desk account, you could log in to your account and check your tickets. See if the ticket you submitted is there. If it is not there, it means we didn't receive it.
To log in to your help desk account, go here: http://helpdesk.yuku.com/
Q: How long does it take to get a reply to a ticket?
A: We try to reply to all tickets within 24 hours. Sometimes it could take a bit longer, depending on the nature of your query.
Q: I submitted a ticket two weeks ago and have not heard back from you guys. What's up?
A: If you have not received a reply from us within a few days after submitting a ticket, it could be that notification of our reply went to your junk folder. Depending on your email settings, those notifications could get deleted, either immediately or a few days after they arrive in your junk folder.
If you don't hear from us, please reply to your own ticket to let us know.
Q: I submitted a ticket, you replied to it. I replied back and never heard from you again. I'm still waiting.
A: Did you reply to the actual email? We will not receive such replies. The only correct way to reply to your ticket is to log in to your help desk account, view your actual ticket and reply from there. The reply link is at the top right, just above the most recent reply.
Q: I submitted a ticket in January. We had a nice conversation going back and forth. Now all of a sudden, I can't access my ticket anymore.
A: Our help desk was upgraded on March 28th 2008. Tickets submitted before that date might not have a help desk account. If you have not submitted tickets since March 28th, but you have unfinished tickets that were submitted before that date, you can create a help desk account. As long as you use the same email that was used on your ticket, you will have access to the ticket again.
Q: How do I create a help desk account?
A:You can create a help desk account by clicking on this link: http://helpdesk.yuku.com/index.php?_m=core&_a=register
Q: Where do I check on my tickets?
A: Log in to your help desk account. Click on 'view tickets'. This will give you an overview -and access to- your most recent and all previously submitted tickets.
You can log in to your help desk account by clicking on this link: http://helpdesk.yuku.com/
Q: I can't post. I have submitted a ticket and we have now gone back and forth on the ticket several times. I still haven't gotten any further. How much does it take to get help?
A: Please provide as much information as you can. The more information you provide, the quicker we can help you. "I can't post" is not enough information for us to work with. Where are you trying to post? Perhaps the community has posting restriction. What happens when you try to post? Does the page time out? Do you see an error message? Are you logged in to your account? Or perhaps you can't log in?
Q: My ticket is closed but I still had a question. Do I submit a new ticket now?
A: No, there is no need to submit a new ticket. You can re-open your ticket by replying to it.
Tickets, have 3 statuses, open (waiting for a reply from staff), on hold (waiting for a reply from the user) and closed (not awaiting a reply). A user reply to a closed or on hold ticket will change the status to open.
Q: I submitted a ticket well over week ago. I reply to it every day to ask how much longer it will be for me to get help. Why is this taking so long?
A: Replying to your ticket will bump it back to the bottom of the queue. We work the queues from top to bottom. Each time you reply, you delay a reply from us. If you have important information that will help us answer your question (like the url to your board), then do go ahead and reply to your ticket without waiting for an answer from us.
Q: What should I submit tickets for?
A: A ticket is useful when you need personal assistance. Login problems, legal assistance, payments problems, etc..
For bugs, general yuku related questions and skin issues, it is better to post on our help boards because other users can benefit by the answers given to your questions. In addition, when you post on the help boards, fellow users might offer various suggestions.
General yuku related questions: http://support.yuku.com/forums/125
Report a bug: http://support.yuku.com/forums/56
Help with customizing a board: http://support.yuku.com/forums/126
Help with customizing a profile: http://support.yuku.com/forums/130
Q: What department should I use?
A: That is a good question, while we can move your ticket to the correct queue, it does save time if are in the right area to begin with.
Accounts - use this department if you are having problems with your account, i.e. can't login, can't stay logged in, didn't get account validation, transfer board ownership, move profiles to another account, can't access a board or forum, etc
Community Management - use this department for help with your board or your profile, or with problems using yuku boards.
Payments - use this department if you bought supporter or made a contribution to a board and the payment has not been applied. To speed things up be sure to include, the following information:
Imports - use this department for problems importing your account or board from ezboard etc.
Ownership Transfer - use this department to request a transfer of ownership.
Q: I usually just send a message to Yuku Team when I need help. It seems easier. Is that all right?
A: Yuku Team is a central station. Unless there is a quick solution to your problem or a quick answer to your question, you will be directed to the proper location for help (support, bugs, ticket system). Ultimately, this will delay help.
Q: I have a problem. I sent a message to Yuku Team, posted at Support and submitted a ticket. Where can I expect to get help first?
A: Please only use one location for help. Submitting the same query through multiple channels might be confusing to you as well as to us. It also takes more time to answer your queries through different channels and will delay help to others.
We try to help everyone in a timely manner. If you feel that you were not being helped properly, or that your query did not get the attention it needed, please let us know.
Q: Where do I go to submit a help ticket?
A: You can submit a ticket by clicking on this link:
http://helpdesk.yuku.com/
Q: Do I have to be logged in to my yuku account to submit a ticket?
A: You do not have to be logged in to your yuku account to submit a ticket. As a matter of fact, it doesn't make a difference whether you are logged in to your yuku account or not.
Q: What is a help desk account?
A: When you submit your first ticket, a help desk account will automatically be created for you. This account will have a different password than your yuku account and it will be based on the email you used on your ticket submission form.
Q: So when I submit my first ticket, a help desk account will be created for me. I get that. But do I have to be logged in to that help desk account if I want to submit another ticket?
A: No, but we strongly suggest it.
When you submit a ticket without being logged in to your help desk account, but you use the same email you have used to submit your first ticket with, your ticket will automatically be added to your account. However, when you submit a ticket while being logged in to your help desk account, you don't need to enter your email. This reduces the risks of entering an incorrect email.
Q: How will I know what my help desk account is? Where do I find my password?
A: Each time you submit a ticket, an email will be sent to you. In the email, a link will be provided to your help desk account. Below the link is the password for that account. To log in to your help desk account, copy the password, click on the link and log in by pasting the password in the appropriate box.
Q: I keep getting this error: ERROR: You do not have enough permissions to access this page. Please log in by entering your Email Address and Password.
A: This error occurs when you click on the link in the email you received with confirmation of your ticket submission while you are logged out of your help desk account. Once you log in, the error will go away.
Q: I submitted a ticket but I didn't get a confirmation email. How will I know where to check on the status of my ticket?
A: First, check your junk mail folder. If it is not there, it is possible that you entered an incorrect email address. If you did not receive confirmation of your ticket submission, please don't hesitate to submit a new ticket.
If you already have a help desk account, you could log in to your account and check your tickets. See if the ticket you submitted is there. If it is not there, it means we didn't receive it.
To log in to your help desk account, go here: http://helpdesk.yuku.com/
Q: How long does it take to get a reply to a ticket?
A: We try to reply to all tickets within 24 hours. Sometimes it could take a bit longer, depending on the nature of your query.
Q: I submitted a ticket two weeks ago and have not heard back from you guys. What's up?
A: If you have not received a reply from us within a few days after submitting a ticket, it could be that notification of our reply went to your junk folder. Depending on your email settings, those notifications could get deleted, either immediately or a few days after they arrive in your junk folder.
If you don't hear from us, please reply to your own ticket to let us know.
Q: I submitted a ticket, you replied to it. I replied back and never heard from you again. I'm still waiting.
A: Did you reply to the actual email? We will not receive such replies. The only correct way to reply to your ticket is to log in to your help desk account, view your actual ticket and reply from there. The reply link is at the top right, just above the most recent reply.
Q: I submitted a ticket in January. We had a nice conversation going back and forth. Now all of a sudden, I can't access my ticket anymore.
A: Our help desk was upgraded on March 28th 2008. Tickets submitted before that date might not have a help desk account. If you have not submitted tickets since March 28th, but you have unfinished tickets that were submitted before that date, you can create a help desk account. As long as you use the same email that was used on your ticket, you will have access to the ticket again.
Q: How do I create a help desk account?
A:You can create a help desk account by clicking on this link: http://helpdesk.yuku.com/index.php?_m=core&_a=register
Q: Where do I check on my tickets?
A: Log in to your help desk account. Click on 'view tickets'. This will give you an overview -and access to- your most recent and all previously submitted tickets.
You can log in to your help desk account by clicking on this link: http://helpdesk.yuku.com/
Q: I can't post. I have submitted a ticket and we have now gone back and forth on the ticket several times. I still haven't gotten any further. How much does it take to get help?
A: Please provide as much information as you can. The more information you provide, the quicker we can help you. "I can't post" is not enough information for us to work with. Where are you trying to post? Perhaps the community has posting restriction. What happens when you try to post? Does the page time out? Do you see an error message? Are you logged in to your account? Or perhaps you can't log in?
Q: My ticket is closed but I still had a question. Do I submit a new ticket now?
A: No, there is no need to submit a new ticket. You can re-open your ticket by replying to it.
Tickets, have 3 statuses, open (waiting for a reply from staff), on hold (waiting for a reply from the user) and closed (not awaiting a reply). A user reply to a closed or on hold ticket will change the status to open.
Q: I submitted a ticket well over week ago. I reply to it every day to ask how much longer it will be for me to get help. Why is this taking so long?
A: Replying to your ticket will bump it back to the bottom of the queue. We work the queues from top to bottom. Each time you reply, you delay a reply from us. If you have important information that will help us answer your question (like the url to your board), then do go ahead and reply to your ticket without waiting for an answer from us.
Q: What should I submit tickets for?
A: A ticket is useful when you need personal assistance. Login problems, legal assistance, payments problems, etc..
For bugs, general yuku related questions and skin issues, it is better to post on our help boards because other users can benefit by the answers given to your questions. In addition, when you post on the help boards, fellow users might offer various suggestions.
General yuku related questions: http://support.yuku.com/forums/125
Report a bug: http://support.yuku.com/forums/56
Help with customizing a board: http://support.yuku.com/forums/126
Help with customizing a profile: http://support.yuku.com/forums/130
Q: What department should I use?
A: That is a good question, while we can move your ticket to the correct queue, it does save time if are in the right area to begin with.
Accounts - use this department if you are having problems with your account, i.e. can't login, can't stay logged in, didn't get account validation, transfer board ownership, move profiles to another account, can't access a board or forum, etc
Community Management - use this department for help with your board or your profile, or with problems using yuku boards.
Payments - use this department if you bought supporter or made a contribution to a board and the payment has not been applied. To speed things up be sure to include, the following information:
- method of payment
- date of transaction
- credit-card invoice number OR PayPal transaction number (or email address you used to submit your payment)
Imports - use this department for problems importing your account or board from ezboard etc.
Ownership Transfer - use this department to request a transfer of ownership.
Q: I usually just send a message to Yuku Team when I need help. It seems easier. Is that all right?
A: Yuku Team is a central station. Unless there is a quick solution to your problem or a quick answer to your question, you will be directed to the proper location for help (support, bugs, ticket system). Ultimately, this will delay help.
Q: I have a problem. I sent a message to Yuku Team, posted at Support and submitted a ticket. Where can I expect to get help first?
A: Please only use one location for help. Submitting the same query through multiple channels might be confusing to you as well as to us. It also takes more time to answer your queries through different channels and will delay help to others.
We try to help everyone in a timely manner. If you feel that you were not being helped properly, or that your query did not get the attention it needed, please let us know.
