Help Ticket Submission

At myXP we are always looking for ways to make interacting with our team easier and so we are thrilled to announce that starting immediately, when you need anything from our team you now have 2 ways to go about making your request!

1. As always you can follow the process for creating a todo. This post will be housed in Basecamp for all interaction to take place. There is no change here and following the process at the link above is crucial.
2. While creating a todo following the process has been something that some have no issue with, we completely understand that sometimes, especially when you have a quick question, it can feel like a lot of steps. That is why are we excited the ability to introduce the ability to submit a help ticket. To submit a help ticket, all you will do is send an email to help@myxp.church with the details of your request. That's it! Make your life easy and click the link below to install a contact card so the email address will always be ready for you to use.

Help Ticket FAQs

• What info needs to be included in my email? All you need to do is compose an email detailing the assistance you need and send it to help@myxp.church. Include relevant information, such as your church name details and a comprehensive description of the issue, to help us assist you more effectively.
• Does the help ticket system take the replace the myXP knowledge base found at support.myxp.church? Definitely not! We would still ask that everyone use the support site as a first step resource in answering your myXP questions. All you need to do is type what you are wondering in the "How Can We Help?" field and you should be see the answer or form you are looking for. As you use this tool as a first step for all of your myXP questions, if you are ever unable to find what you are looking for, please create a todo or submit a ticket and let us know what you were trying to find and what terms you searched.
• Why has myXP introduced the help ticket system? We have had many clients struggle to understand and utilize Basecamp fully, and some simply don't like using it, resulting in missed requests or unclear communication regarding what a church needs from us. Making a request from our team is crucial, as it is the primary way we interact with the churches we support. Therefore, we wanted to make reaching out to our team as easy as possible.
• Will myXP continue to use Basecamp? ABSOLUTELY! We love Basecamp, and it has served us and the churches we support incredibly well. Creating and assigning todos following our process is something that we still 100% welcome. However, this is a new and additional way to make a request of our team. Due to the security of the information, we will continue to use Basecamp to request information from your church, post monthly reporting, and require form submissions for things such as raises.
• Will myXP interact with my church via the help ticket/email system? myXP will continue to use Basecamp to interact with your church. We will absolutely reply to submitted tickets via email, as that is what the system is designed to do. However, we will not be utilizing email as a means of communication to our churches. Everything myXP needs from your church will still be communicated in Basecamp. The only email address to use for myXP tickets will be help@myxp.church.
• I like how I am able to see all requests made by my church in Basecamp. How will this work with the new ticket system? Unless the request comes from a primary/authorized contact at your church, very little church-specific information will be provided via a help ticket submission. Any reporting or details will still be posted to Basecamp as it is much more secure than regular email. This will often involve responding to queries about how to find the correct form or how to submit a raise, etc. When in doubt, we will reply and let the submitter know that either 1) the answer will be posted in Basecamp or 2) they should reach out to a primary contact at the church to make the submission.
• Can anyone from my team/church submit a ticket to myXP? You are welcome to share the info for creating a ticket with your team however please keep in mind that we will only provide any specific information to an authorized contact from your church. Also your staff often times doesn't understand the role myXP plays at your church so we encourage staff to come to our primary contact at your church first to ensure we are even the right possible answer to the question. Do make sure your team has the link to support.myxp.church as the very large majority of staff member questions have been answered on that site.