When you reach out to the Client Services Support Team, there is some information you can include that will save both you and the Client Services team a lot of time reaching your solution.

Basics 

• Is this a new issue inquiry? If so, please start a new thread so your details don't get buried in your old support logs. 
• Which department? Include your department name, ID, and state location to we can quickly locate your Support notes (Your department ID can be found on the Envelope or Phone icon on the top left of the management homepage)

• Who is the contact for this request? Please include your name, so we know who to ask for when we call or email, thanks!
• What is the best phone number/email address to use? We typically have your main line and department email logged in the system, but that may not be the more direct way to reach you. Include the best contact method for fastest reply.
• What is the issue/request? The more detail, the better. This is what we need to help you without a lot of back and forth to gather the basics. If any of these apply, include them.
  • Customer name (better yet, the direct link from the Account Details page)
  • *Invoice number - this one is imperative! It also answers a lot of these other questions.
  • Screenshots of the issue/transaction/report view
  • Specific report name and any filters you're applying
  • URL
  • A detailed description of what is happening and what should be happening
    • An email or voicemail that says, “Hi, this is Johnsonvilleboroland Rec, and our disbursements aren't correct” or “Hello, can you please call us back about a problem with our program registration?” doesn't give the Support team enough information to get a look at the issue to call you back with suggestions or steps towards a solution. All the questions they'll have to ask back and forth are costing you valuable time.
• Knowledge Base is here 24/7! If you're working while the world is sleeping, we've got you covered. There is a huge wealth of support and solutions in our Knowledge Base tutorials, guides, and videos. Click the Question Mark icon in the upper left corner of your management homepage for quick access or go to https://myrec.helpjuice.com/ 

Issue with Accounts

1. What is the account name? (include billing address if multiple)
   1. Remember that member names and account names can differ and make it hard to find the one you want us to look into for assistance
2. Provide a link. 
   1. Use the direct Account Link found on the Main page of Household or Organization accounts
   2. Use links ending in numbers for activity, program, membership & facility questions
3. What is the desired outcome?
   1. How should this be working or how do you want it to work?
4. What steps have been taken so far?
   1. If you've tested anything out using your department's test household, let us know.
   2. If you've cancelled, refunded, voided, modified, transferred, or edited anything, be sure to tell us that because the timestamps are affected by those changes.

Issue with an Invoice

1. What is the invoice number?
2. What is the date/time of the transaction in question? 
3. How should this be working or how do you want it to work?
4. What steps have been taken so far?
   1. If you've tested anything out using your department's test household, let us know.
   2. If you've cancelled, refunded, voided, modified, transferred, or edited anything, be sure to tell us that because the timestamps are affected by those changes.

Technical Issue

1. Does this problem happen when others in your department are logged into MyRec.com or just to your user account?
   1. Are you all in the same location or different locations?
2. Is this problem being experienced by the public user as well? (You can test this with your test household)
3. What browser are you using, and does it happen when a colleague or you use a different browser?
   1. This can help: https://www.whatismybrowser.com
4. When did this issue begin?
5. Are there any screenshots you can provide?
6. If an error message occurs, what is it?