How to Submit a Support Question

There are a number of different ways to submit a support request or locate a Knowledge Base article that may answer your question. 

Please ensure you have registered with Donorfy Support to get the best out of Support Desk. To do this please see this article: Register to use Donorfy Support

 

Search or submit a request from within Donorfy 

There are two areas to connect to the Knowledge Base within the Donorfy app:

  • The question mark icon in the top right of the Donorfy app window

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If you click on the question mark icon you will be taken to the general support page on the Donorfy website (https://donorfy.com/support). You can opt to click through to the Knowledge Base or submit a request if you can't find the answer to your question.  

  • The Help button, bottom left of the Donorfy app window

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If you click on the Help button, you will be prompted to type your question.

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This is linked directly to the Donorfy Knowledge Base and will find articles that it thinks will provide you the answer you are looking for. The more specific the better the answer. For example:

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If you have reviewed the article, tried a different search and still can't find the answer, then you can click on the Contact us button. 

A new form will display with some simple questions - please enter as much detail and any specific examples as possible so that the Support Team can investigate and provide you an answer. 

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Search or submit a request from the Knowledge Base

The Knowledge Base is split into different areas, similar to the navigation bar in Donorfy itself. Under the different categories are sub-sections focussing on specific subjects. Feel free to scroll through the Knowledge Base to locate the relevant section. 

 

Alternatively, you can type in a keyword or keywords to the search bar and relevant articles will then be displayed for you.

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If from the searches you have done you can't find the solution to your question, then you can submit a support request. The option to do so is at the top right of the screen (if you are already signed in to Donrofy Support you will the option to the left of your name)

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Click on Submit a request and you will be taken to a new form to complete - please enter as much detail and any specific examples as possible so that the Support Team can investigate and provide you an answer. 

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Once you have entered as much detail as possible, click on the submit button.

 

Find out how to review and see the status of your support requests with this Knowledge Base article: How to review and check the status of Support Requests

 

Have more questions? Submit a request

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