Snoofa Support - Getting in touch

You will often have a need to get in touch with us at Snoofa HQ. There are many reasons why you might want to do this, such as reporting a problem or suggesting a new feature.

The challenge for us is to streamline all communication from all staff members at all auction houses using Snoofa, into one place. This can be a lot of information. If we have it all in one place, we can better keep track of the different requests, direct any work to the right member of our team quickly and respond to you in record time. If we have to juggle this across many different inboxes, phone calls, texts…. then we could easily lose track of the information coming in.

So we have our support channels. This allows us to manage all requests in one place, get to work and respond quickly. Nothing should get missed. Essentially, if you use the support channels, you’re helping us to help you faster. Below is how it works.

Different Support Requests

I think there’s a problem with Snoofa

Sadly, as much as we try to avoid it, there will sometimes be little bugs (glitches) in the software. It’s an unfortunate side effect of growing the software to be as powerful and comprehensive as it can be. Think of it like owning a car, over time you’ll need to take it to the garage now and again for maintenance, to fix any running niggles. The issues in the software can range from the very minor (e.g. a small bit of text looking a little strange) to the more serious i.e. something that might prevent you doing your job. Obviously, if it’s the latter, we’ll aim to sort the problem right away.

There are two different ways of reporting a bug:

1. Submit the request through The Snoofa Helper. This sits on the bottom right of your Snoofa screen in the admin module.

   1. Click on the Got a question bubble, type in some text such as Bug or Issue and fill out the short form and add as many details as possible (the more the better). You can upload images and videos - read more about doing that here.

   2. 

2. The other way of doing this is directly into Snoofa’s support portal. You can access this by clicking this link. The portal is the area where you can manage the tickets you have submitted. You can also access our knowledge base of information (release notes and articles and videos about how to use Snoofa)

   1. Click Need to raise a request? Contact us. Select the Report a Bug option. Add as much detail as you can to the form, uploading images, GIFs or videos if you’re able to.

I’ve got an idea for a new feature/tweak to Snoofa

Brilliant. That’s just what we want to hear. We can’t possibly have all of the bright ideas about how to make Snoofa as amazing as possible, we need your help too. If you’ve got a suggestion, we’ve got an easy way of you letting us know. It works almost exactly the same as reporting a bug. We’ll let you know whether we think your idea is something we are able to build. Perhaps we’ll have some questions about the idea for you. If there’s already a solution the the problem you’re trying to solve, we’ll let you know about that too.

1. Use The Snoofa Helper again. This time, type in something such as Feature or Idea and choose the Change Request option.

   1. Fill in the form and click Send.

   2. 

2. Alternatively use the portal once more. This time, select the Change Request option and fill out the form.

I need help with something

Perhaps you need to get in touch for another reason. There isn’t a bug, but you’re not suggesting a new feature. Maybe you just need some assistance with something such as how to do something in Snoofa. We have a dedicated support channel for this.

1. On The Snoofa Helper type in Support and select the Support Request option

   1. 

2. On the portal choose the Support Request option.

   1. 

3. Alternatively send an email to support@snoofa.com. This will direct your request straight into our support queue and we’ll be able to get back to you very quickly.