Getting Help

We all need a helping hand at times, so if you want to make changes on your site, or help solving a problem, just ask.  We love it when we can help our customers to make their website work harder for their business.

What can you help me with?

Anything. We understand that our customers have a vastly different amount of website administration experience, interest and time. We have customers who ask us only for advanced technical support and others that want us to
post a blog.

Just need some advice or help to get the most out of your site? Just ask – here are some common things we do for our customers:

• Uploading content
• Image optimisation & upload
• Creating blog posts from content
• Optimising page title & meta using supplied keyword
• Creating post templates
• Adding events and bookings function
• Adding payment buttons
• Installing Google Analytics
• Stopping form spam
• Speeding up websites
• Making new pages
• Reviewing & recommending plugins
• WordPress & Elementor Zoom training sessions

Not a customer?

Not a problem.  We can help you out today – just send us a message with what you need and we can let you know the best approach.

The heart of our services, all planned work and communications are managed through our Customer ServiceDesk. With dozens of requests every month, it’s an essential tool to help us service you properly.

You should already have a ServiceDesk login, so please login with your email (or click the link to reset your password if needed and look for an email containing a reset link.)

Once logged in, you’ll see our ServiceDesk has 2 main areas:

Here you can raise new requests for assistance and see all your open requests. This is the recommend way to request help and communicate with our team as, unlike emailing individuals, it guarantees no messages can be missed. You will see the status and complete history for each support request.

VIA EMAIL:
For convenience, we also offer an email facility. Simply email [email protected] and it will create a new request for you, or reply to a message to update your request. Please note that each email will create a new request, so please reply to the original notification to avoid duplication and any important messages being missed.

THROUGH YOUR WEBSITE:
You might might also have noticed the GorillaHub Support icon in your WordPress admin panel which you can also use to send a request to us directly from your site.

If your plan comes with an agreed amount of technical support time included, you’ll see your report on your My Support page , containing recent requests and the time allocated to them.

If you have any TimeBank remaining, this is also shown along with your monthly allocation and balance.

All requests are reviewed against the support time you have available. Should additional time be required (typically for larger requests), you will be given the opportunity to top up your TimeBank. so your request can be delivered.