At MODX, we're committed to providing you with excellent support for your MODX Cloud services. To help us serve you efficiently and effectively, we've created this guide to outline our support process and best practices.
Best Practices for Submitting Support Requests
Submit One Issue Per Ticket
Please submit each issue or small project as a separate ticket or Basecamp card. This helps our team track, prioritize, and resolve your requests more efficiently. Multiple issues in a single ticket can lead to confusion and delay resolution.
Keep Communication in One Place
Maintain all communications about an issue within the same ticket or Basecamp card. This creates a complete record of the problem and solution, making it easier to reference in the future and ensuring nothing gets missed.
The best way to manage open tickets is to log directly into the support platform. For standard support, please log into Zendesk. For MODXperts on Demand customers, use Basecamp to update your tickets rather than replying via email. While email notifications are useful to alert you when updates are needed, responding to different email threads or opening new tickets can cause discussions to become fragmented and confusing. Using the platform directly ensures all communication stays organized in one place.
Provide Complete Details
Include all necessary information in your initial request. A complete request should include:
- A clear description of what you're trying to accomplish
- The specific problem you're experiencing
- Your ultimate goal or the problem you're trying to solve
- Relevant site URLs, screenshots, or error messages
- Any solutions you've already attempted
Explaining the underlying problem you're trying to solve is particularly important. Sometimes there might be a more effective approach than the specific solution you're requesting.
Our Support Process
Review and Clarification
We begin processing your request once we have enough detail to implement a solution. If we need additional information, we'll ask clarifying questions. The sooner you can respond with the requested details, the sooner we can help.
Payment and Scheduling
For paid support, work begins only after payment is confirmed and the task or project is scheduled. We review work for scheduling twice weekly. Smaller tasks may sometimes be handled without formal scheduling.
MODXperts on Demand Customers
For MODXperts on Demand customers, we prioritize work based on your stated priority level. While we strive to address all requests promptly, please understand that:
- We manage multiple customers and active projects simultaneously
- Non-emergency requests may not be fulfilled the next business day
- True emergencies (like site outages) receive highest priority
By following these guidelines, you'll help us provide you with the most efficient and effective support possible. We appreciate your partnership in making the support process smooth and productive!
Need Help?
If you have questions about our support process or need assistance submitting a request, please contact us at support@modx.com.