Help Desk
Need Support? We’re here to help.
To request support or submit a work request, please email support@good-intents.com.
Your email will automatically create a live support ticket, and you’ll receive updates on: the team member assigned to your ticket, status updates like open, waiting, paused, resolved; and a final notification when your request is closed. No need to start new emails for updates or adding things, just reply right to the ticket email and all notes will be captured.
Support & Work Request Tiers
We prioritize requests based on urgency and complexity; however; if you’d like to list in your email the tier, please use the reference key below.
High/Critical or Major = Emergency Impact / System Failure
Example: Website down, or e-commerce not processing transactions (requires immediate technical support).Medium/Moderate = Moderate Impact / Bug Fix
Example: A known error requiring attention with low to moderate business impact.Low/Minor = Low Impact / Enhancement Request
Example: New campaign setup, feature requests, or process improvements.General Support Request (Low/None)
Example: “How-to” questions, account updates, or questions about work in progress.Work Request = New Creative or Digital Work (Low/None)
Example: New ad campaign, design request, or work outside of current deliverables.
Submitting a Request
When emailing support, please include as much detail as possible:
If requesting updates to content, share specific text or instructions.
If files or images need to be added, include them as attachments.
Screenshots are very helpful for showing exactly what needs to be updated.
Ticket Resolution
Once your ticket is marked Resolved, the request will close within 24 hours.
If additional changes are needed, please reply within 24 hours before the ticket is closed.
Replying to a resolved ticket will reopen it, which may cause delays unless the task truly isn’t complete.
- If you would like to talk strategy, campaigns, or have an ideation meeting, please email your account manager directly.