How Do I Submit a Support Ticket?

Every organization finds some bumps in the road on their path at some point. When you run into an issue in Virtuous Raise, knowing how to submit a help ticket, and what to include, helps you get a faster resolution.

Before Submitting a Help Ticket

Before submitting a help ticket, you might find that the answer is already available to you. Use these references to find answers to Raise questions:

• The Virtuous Raise Academy: These are a great place to start if you're new to your organization (or just a new role in the organization). The videos are also great for a refresher course on things you may not access as often. The videos will always be free to access. You can get to the academy by going to link above or by selecting the help icon in the app.
• The Support Center: The Raise Support Center we have hundreds of articles that help with definitions, how-to's, and why's. It's a great place to look when you want to look for something specific.
• Check in with your team: Who is the Virtuous Raise expert on your team? Our recommendation is that you have an internal admin who will determine if a support ticket needs to be submitted or if an answer to that question has already been found.

Submitting a Ticket

After you've gone through the steps above and determined that you do need to submit a ticket, you can use the in-app chat found under the ? icon in the top right corner of Raise. Select Contact Support to begin connecting with our support team. 

Any previously created tickets can be found under View Open Tickets.  Note: the Raise Ticket Center is separate from the Virtuous CRM+ Ticket Center. This Ticket Center will only show open tickets related to Raise.

Once you select to Contact Support, Ray, the chatbot, will attempt to find relevant resources or, if it is unable to answer your question, it will create a support ticket for you.

What To Include in Your Ticket

When Ray prompts you to submit a ticket, it will be helpful to include the following

• What are you trying to accomplish? Be sure to include specifics! 
• List out what you've tried to do to complete this action already. This may include the actual steps you've taken as well as any articles or videos you've viewed to complete this task.
• What were you expecting the outcome to be or a detailed description of the problem? If you're submitting a ticket because you thought something behaved differently, be sure to let us know what you thought would happen when you completed the task. 
• Screenshots, Page URLs, or IDs. It is helpful to our team to have all the pieces up front to help you solve your problem

A good example of a ticket that contains the information that support would need to help them solve the problem might look like:

I’m trying to change the donor email address on an existing supporter in Raise. Specifically, I want to update the email on the donor record for Jane Doe (Virtuous Raise Donor ID: 12345) from janedoe@example.com to jane.doe@newdomain.org so receipts and notifications go to her new address. I expected the donor’s email address on her Raise profile to update to jane.doe@newdomain.org and for that value to show anywhere her contact info appears (including on the donation receipt preview). After I clicked Save Donor, the page reloaded but the email field still showed the old address (janedoe@example.com). There was no error banner or validation message, and nothing changed on her recent donation receipts.

Now What?

Now, that you know the process to get a quicker, more accurate response, you're ready to tackle all that Raise has to offer. Or, if you're not quite ready, you at least know the best way to get help!