We're always fine-tuning how we support Digistorm schools. We look at how requests come in, how quickly they get to the right person, and how clearly we answer them. If it seems like there's a better way to do things, we're not afraid to pivot. That's where our new support hub came in, Digistorm Community.
The Digistorm Community platform is the fastest way to get help with your website, app, or Funnel, and it's also where you'll find your support history, project updates, product ideas, and a library of help articles and training. What we're aiming for is support you can count on: fast when it's urgent, accurate the first time, and reliable every time you need us.
If you've only ever emailed us, or only log in when something goes wrong, here's what you've been missing and how to make the most of it.
Cases: raising and tracking support requests
You can raise a case through Sparky, our AI chatbot; from the My Support page using the New Case button; or from the Contact Support link at the bottom of any help article. That last option is handy when you've found an article that almost answers your question.
Email still works, with one catch. Requests sent to support@digistorm.com can't have a priority set, so they're automatically treated as low priority. If something is urgent, like an app notification that needs to go out today or an enrolment form that's stopped working, raise it through the Community so it's prioritised correctly.
Your history stays in one place. Current and past conversations sit on the My Support page, along with their records, so you can see what's been raised and how it was resolved. If someone at your school needs visibility of all your school's cases, just raise a case and we can set that up.
A few habits help us help you faster:
- Keep to one conversation per request. Everything the support team needs stays in one place, which speeds up resolution.
- Tell us what you expected and what happened. Include the page, form, or feature involved.
- Add screenshots or links. A quick screenshot often saves a round of back-and-forth.
- Set an honest priority. It helps the team get to the most urgent issues first. If a case becomes urgent, updating its priority to Urgent lets you escalate it to a supervisor.
Not sure how to log in? Learn more about using our new Digistorm Community Hub! Or here's a link for those having trouble logging in.
Getting one-on-one help
Need to talk it through? Raise a case asking for a call and we'll book time with a support consultant. Some questions are simply easier to work through in conversation, and our team is happy to help that way.
Implementation project plans
If you're launching a new website, app, or Funnel, the Community is where you can follow your project's progress and see what's coming next. Everyone on your team works from the same plan, so nobody is chasing updates by email, and it's easy to bring new staff up to speed on where things are at.
Product requests
Got an idea that would make your day easier? Share it as a product request. Digistorm has always shaped its products around what schools need, and your requests are a big part of that.
Your Customer Success Manager plays a part here too. As your dedicated contact and advocate, they work closely with the support teams and make sure your school's feedback is heard across Digistorm.
The best requests explain the problem you're trying to solve. "Our admissions team exports enquiry data every week to build a report for the principal" tells the product team more than "add a new export."
User forums
Sometimes the best answer comes from another school. The user forums are a place to ask questions, share ideas, and swap tips with other Digistorm schools, whether you're working out how to structure an enrolment form or looking for fresh ideas for your app.
Product updates
Product updates are where you'll find the latest feature releases across all Digistorm products. A quick check each month is an easy way to spot new features your team can start using straight away.
Hot Tip: Join the product group and choose the updates you want to receive.
Help articles and training
Before raising a case, it's worth checking Digistorm Community. It has more than 500 searchable articles and is available 24/7, so you can often solve a problem in minutes, any time of day.
For deeper learning, Digistorm University offers videos, quizzes, and self-paced modules. It's a great place to start if you're new to Digistorm or onboard a new hire at your school. It's also just as useful if you've been using our products for years and want to pick up features that save time, like Funnel automations. Don't forget you can also access recordings of our live webinars and Insights blog posts we publish throughout the year; they're often packed with handy advice that can propel how you use our tools.
When the team is available
Our support team is based in Australia and works 08:30 to 17:00 AEST, Monday to Friday. Outside those hours, our U.S. team jumps in to cover the overnight window for anything urgent so you're always covered.
Getting the most from Digistorm Community
A few simple habits make a big difference to how quickly and accurately we can help. Schools that build these into their routine tend to get answers faster, spend less time chasing updates, and see their feedback reflected in how our products develop:
- Raise cases through the Community rather than email. It's the only way to set a priority, so urgent issues get the attention they need.
- Check the Digistorm Community first. With more than 500 articles available 24/7, the answer is often already there.
- Keep one conversation per request. Everything stays in one place, which helps our team resolve your issue sooner.
- Share product ideas as they come to you. Requests are most useful while the detail is fresh.
- Keep your Customer Success Manager in the loop. Let them know what matters most to your school, so they can advocate for you across Digistorm.
We'll keep refining how we support you, and the Community is where you'll see those changes. The more you use it, the better we can help.
