Our client support system gets stronger

As part of the redesign of our website, we wanted to make sure that, as our client, you had access to the information you needed and could find them whenever you needed them.

We've been using HubSpot's Knowledge Base and their internal help desk for awhile now - support tickets are our jam - but there are also some other ways that you can stay in touch with us which we lay out below. 

When doing our website research, we discovered that you wanted support that gives you faster responses, available 24/7 for clients in multiple countries, and not limited to any one person’s capacity so we've developed more ways we can do just that. 

The Refuel Help Center powered by HubSpot Service Hub

We’re continually updating our Help Center to make it easier for you to find answers to questions you may have.

Here, you can easily find the answer to a range of common questions that we get from our clients, from basics like team availability and opening hours to more complex requests like how to give us access to Google Analytics.

Some of these articles will be restricted to current clients, so you will need to register for a Refuel account to view them (this will only take a couple of minutes).

Having an account will also help you be able to track your existing open tickets and submit new ones. This gives you full visibility on the status of your request and who’s resolving it.

Getting support moving forward

If you haven't been able to find the answer you need using the Knowledge Base then you are going to want to talk to one of the team. From our website you can:

• Set up a meeting
• Call us on 1300 699 742 (Australia) or (844) 981 0482 (US) for urgent requests (press 1 for Sales or 2 for Support)
• Send us an email at support@refuelcreative.com.au for help, support or general requests
• Fill out our online form if you have a burning question
• Live chat with one of the team
• Submit a support ticket

What's a support ticket?

Filing a support ticket is an easier way for you to let us know about the issue you're having. When your support request is complete, every ticket will be followed up with a short feedback survey, so we can more actively and formally collect and respond to your feedback. We encourage you to fill this survey out, so that we can continue to provide you with the best and highest quality support.

The ticket is then filed with the team and they will handle your issue or concern. You'll be notified each time your ticket progresses along the journey to being resolved. 

Maintaining the human touch

We know many of you like to contact the people you work with directly and we love that! We’ve had feedback from all our clients that it’s the people they work with that makes Refuel different and we don’t want to lose that.

We are determined to keep the human contact you enjoy when working with us. When you email those shared addresses above, the same people you enjoy working with will be able reply to your email. Using the shared addresses will mean faster responses and faster solutions.

Your email will also be logged and turned into a ticket, which will then be allocated to the person you most regularly work with.

The tickets raised will be visible to the entire team and automatically assigned to the first person available. So if the person you're regularly in contact with is on leave, unwell, or otherwise unavailable, the ticket will be allocated to someone else to help instead.

HubSpot Service Hub

As a HubSpot Partner (and HubSpot users!), we love the simplicity of having everything within the HubSpot ecosystem. You can read about how we built our Service Hub to best fulfil our needs here. You can also find out about all HubSpot's help desk revolution and how we can help you.