How to Submit a Support Ticket via Help Scout (Updated)

Overview

To ensure all technical and support requests are tracked, prioritized, and resolved efficiently, all staff must submit requests through Help Scout using the designated support channels.

Submitting tickets properly allows the IT team to:

• Track and prioritize issues
• Maintain documentation
• Ensure accountability
• Reduce delays in response time

How to Submit a Ticket

Option 1: Via Email

1. Open your email.
2. Create a new message.

3. Send the email to:

   itsupport@behavioralframework.com

4. Include all required details (see below).
5. Click Send.

You will receive a confirmation email once your ticket has been submitted.

Option 2: Via Help Center (Recommended)

1. Go to: help.behavioralframework.com
2. Click “Click Here for KB Articles and Support”
3. Browse the Knowledge Base for self-help resources
4. If your issue is not resolved, select “Open Support Request”
5. Fill out the form with all required details and submit

This option allows you to quickly find solutions and submit a ticket in one place.

Required Information

To avoid delays, your ticket must include:

• Your full name
• Your location (if applicable)
• A clear description of the issue
• When the issue started
• Any error messages (copy/paste if possible)
• Screenshots (if applicable)
• The device you are using (MacBook, Windows PC, etc.)

Providing complete information reduces back-and-forth communication and speeds up resolution.

What Not to Do

To keep requests organized:

• Do not send support requests via direct message
• Do not text IT staff directly
• Do not send requests to personal email accounts

Requests submitted outside of Help Scout may experience delays.

Ticket Prioritization

Tickets are addressed in the order they are received and prioritized based on urgency and impact.

If your issue is urgent and impacting operations:

• Include “URGENT” in the subject line
• Clearly explain the business impact

Response Expectations

• You will receive a confirmation once your ticket is submitted
• IT may reply with follow-up questions if additional details are needed
• Resolution time varies based on issue complexity and priority

Best Practice

Always submit a ticket — even for small issues.

This ensures:

• Proper tracking
• Historical documentation
• Continuous improvement of support processes