We need time to troubleshoot
Working in RapidWeaver is a visual process that requires us to see a website and the website’s code up close. Troubleshooting code related issues can take hours and in most cases will require back and forth requests creating uploaded copies of pages, sending screenshots, and sometimes recorded videos. This is especially true if the issue is caused by a conflict with a 3rd party plugin/theme, host, or server application version. Conflicts are quite common and can be very hard to pinpoint.
Tickets keep everything organized
Our support ticket system keeps all of the detailed records in one place. This ensures nothing gets lost in translation and that we always have access to previously provided information so you won't have to repeat details. After waiting for a reply, we will need to read through previous messages to pick up where we have left off.
We are a small team
Support tickets help us move between different tasks and effectively assist all requests without the need to pull someone away from one customer to another. This also ensures our product developers can stay focused on updates/releases and set dedicated time aside to assist with more advanced issues and requests.