How We Prioritize Your Support Requests
When you reach out to the Digit team, knowing which category your question falls into helps us get you a definitive answer as quickly as possible. This transparency ensures we can effectively manage your expectations and focus our attention where it’s needed most.
We categorize all support inquiries into three types, which determine the appropriate timeline for a complete resolution.
Priority Type | The Goal | What to Expect (Typical Timeline) |
1. .📚 User Training & "How-To" Questions | To help your team learn how to use existing Digit features, processes, and industry best practices. | Quick Resolution: These are usually the fastest to resolve, often with a direct link to an existing guide, a short explanation, or a quick screenshare. |
2. 🛠️ Critical Technical Issues & Data Management | To resolve an unexpected issue (e.g., an error message) or execute a sensitive data change that requires direct access to the system backend. | Short-Term Focus: Our first priority is always to get you back on track. We'll provide a verified fix or workaround with a clear timeline for a permanent resolution (e.g., "Fix expected live within 24 hours"). |
3. 💭 Feature Requests | To suggest new functionality that could enhance workflows or enable a new capability in the future. | Longer Timeline: These ideas are logged, reviewed by our product team, and considered for our product roadmap. We cannot promise immediate development, but we track every suggestion to ensure we're building the most valuable features. |
Tips for Submitting a Request
To help us help you better, here is what you can do when submitting each type of request:
Type 1: .📚 User Training & "How-To" Questions
Focus on the "Goal": Instead of just describing the problem ("I can't see the inventory on the sales order"), tell us what you were trying to achieve ("I'm trying to create a sales order for Item XYZ, but the inventory isn't visible"). This helps us find the right solution, even if it's not the path you originally expected.
Type 2: 🛠️ Critical Technical Issues & Data Management
Be Specific: Always include the core details needed to replicate or track the issue:
The Item Name, Transaction Number, or User involved.
The exact error message (if one appeared).
The step-by-step actions you took just before the problem occurred.
Type 3: 💭 Feature Requests
Share the "Why": Explain how this new capability would impact your long-term, strategic goals (e.g., "This would save our team five hours of manual reporting each week" or "This would eliminate a duplicate data-entry step"). The "why" is the most important part of your suggestion, as it helps us prioritize its value.
We're Here to Help!
We see our relationship with you as a true partnership. Whether you need an immediate answer to a "how-to," a crucial technical fix, or want to contribute a bold idea for the future of the platform, the Digit team is committed to providing the support and tools you need to grow confidently.
Let's #TameTheWhirlwind together! 🤠🌪️