Opening a request and following it

When something blocks you, you are not writing into the void. From Support in the Suite you open a request: it gets a number, a stated deadline and the name of the person handling it. Here is how it works and what happens next.

Your request number

Every request carries a number such as SN-FIN-26-0142, read in four blocks:

1. SN : the desk, meaning the Sanctumel team.
2. FIN : the module concerned, here Finance. Our agent knows what it is about before opening your file.
3. 26 : the year.
4. 0142 : the rank of the request within that year.

Keep this number: it is enough to find your file again, even over the phone.

The two questions that replace "is it urgent?"

We never ask you to pick a priority. If we did, everything would become urgent and nothing really would be. Instead, two questions only you can answer:

1. Who is blocked? The whole church, one service such as finance or projection, or a single person who can work around it.
2. By when? The service is live or within 24 hours, this week, or whenever we can.

The system derives the priority on its own. An outage hitting the whole church on a Sunday morning will never be treated like a comfort question on a Tuesday afternoon.

You have nothing technical to explain

The page you were on, your screen size, your browser and your time zone are sent automatically with your request. You describe what you did, what you expected and what happened: we already have the rest. No personal data is attached.

If you choose "Something else" in the module list, a field asks you to specify. That is deliberate: a request without a clear subject would earn you a follow-up question, wasting time on both sides.

The five steps of your request

Your file moves along a journey drawn at the top of the screen:

1. Sent. We have received your request and you have its number.
2. Picked up. Someone is handling it, and you see their name.
3. In progress. We are working on it. If we have to wait for you or for a provider, the reason is shown at this step - you will never read "waiting" without knowing what for.
4. Resolved. We believe the problem is fixed and we tell you so.
5. Closed. You confirmed, or the confirmation window has passed.

You get an email at every step, in your language.

Closing belongs to you

When we move your request to "Resolved", nothing is closed. You decide:

1. It is fixed closes the file.
2. No, it is not fixed reopens it immediately, with the same person, and raises its priority one notch.

We never close a file on your behalf. A reopened request is a signal we watch closely: it means we concluded too fast.

Which language we reply in

Two languages matter, and they serve different purposes.

1. Yours decides the language of the conversation. If you browse in English, we answer in English.
2. Your church's decides who takes the file. A Dutch-speaking church is handed to someone who speaks Dutch, because that person will also talk to your treasurer and your secretary, and read your documents.

If nobody on the team speaks your language yet, we say so plainly and reply in a language we master rather than keep you waiting. You are free to wait instead.

Where to find your requests

Support in the Suite lists every request from your church, newest first, with its current step. Click one to read the full thread and reply.