Most of you know that when you need to ask a question of our TouchPoint Support Team, you click ?Help in the top right corner of your TouchPoint database. At that point, you have the option to search our Help Documentation prior to submitting a request in case you can find the answer there.
But what about My Data users?
When they click the question mark icon they do not have an option to search the documentation. However, they can submit a Support Request. Unlike all other support requests, these go to the Admin for that user’s database. It uses the email address in the AdminMail setting.
Because those go to the Admin Mail for the church, that means that the person with that email address is also the one to answer those questions.
Why do we handle these requests like that?
It is because the vast majority of the My Data requests relate to issues that someone at the church must handle for that person. The requests are usually things like “how can I add someone to my family?” or “I’m supposed to a church member, but it shows I’m not a member”. So, obviously, these are questions that we cannot take care of for that individual.
So, if you are a system admin for your church and you receive these types of emails, please be sure to answer them. TouchPoint Support is not going to do that. However, if you need help answering the question, by all means, let us know by submitting your own support request. Then we will be happy to answer!
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