1. You can also send an e-mail to solomediagroup@es1.serviceprovider.app to create a ticket on HelpDesk.
2. Here, the same instructions to “Creating a ticket” applies:
   – Write your subject. Be as specific as possible.
   – You can then select the order from which you want to use the hours for this task.
   – Write a clear description of what you need. 
   – You can include attachments to provide more details.

Do’s

• Be specific. To avoid any delays in your service, please provide specific details about what you need. Please include:
  • What is the issue (i.e.: ‘Homepage form not showing X field’)
  • Where is it located (i.e.: ‘The issue is in the Homepage, here is the link’)
  • Screenshots to show how the issue looks like
  • Video to show more in detail what you need. Loom is a wonderful free tool that you can use for this. 

Don’ts

• Provide vague descriptions. This will lead to more inquiries, emails & calls to discover exactly what the issue is.
  • Example: ‘The email doesn’t work. Please fix it.’

1. Go to the ¨Tickets¨ option on the left side menu.
2. You will see your tickets sorted by their status.

How to work with tickets as team

1. Go to the ‘Tickets’ option on the left side menu.
2. Click on ‘New Ticket’ on the top right side.

3. Write your subject. Be as specific as possible.
4. You can then select the order from which you want to use the hours for this task.
5. Write a clear description of what you need. 
6. You can include attachments to provide more details.



An Estimate details your project’s needs and the budget allocated for each part of your project.

You will receive an estimate from Freshbooks, that is the tool we use for Estimates and Billing.

To check it, go to ‘View Estimate’

When you have revised it, click ‘Accept’ in the top right side of the screen.

After this, our team will contact you for the kick off of your project.

• Enter your ‘Account’ option in Klaviyo

• Click ‘Settings’ tab 

• Go to ‘Add new user’.

• In the case of our company, you’re going to add support@solomediagroup.co 
• We will need to have an Admin role so we can access the API and everything.
• Then you click ‘Add user’ and an email will come over to us.

Once you’re ready go ahead and Open a Ticket