We are pleased to announce that we now support donations by text messaging! Donors who text “give” or “donate” to your organization’s special phone number will receive a link to a mobile-friendly donation page. You can pick any available phone number or port an existing number to the service. Text-to-give even supports recurring monthly donations! On the back end, text-to-give donations can be assigned to a specific campaign, fund and appeal.
The images below show the complete text-to-give experience. After the donation is submitted, the donor automatically receives an email confirmation and receipt; you can even attach a signed and personalized acknowledgement letter.
Text-to-give donation campaigns make giving easier for your donors
After a one-time set up fee, there are no additional subscription fees for our text-to-give solution. For more information or to start using text-to-give, contact us at Support@doubleknot.com.
To help us ensure the quality of our customer support efforts, we are pleased to announce a comprehensive new support portal.
Why a New Support System?
Doubleknot is growing! We currently support more than 300 cultural attractions, nonprofits and scout councils. To ensure that we can meet your needs, we’ve selected a powerful, easy-to-use and scalable support system that integrates all information and communication associated with support requests. Benefits of the new system include:
- Complete information: All forms of contact including telephone calls can now be associated with tickets.
- Improved analytics for better service: We are better able to identify larger trends for support, feature enhancements and training opportunities for different kinds of users and organizations.
- Better communications: After logging on to the support system, your team can view an FAQ for common administrator questions and other useful topics. The System Status, Information and Updates section contains up-to-date information about system news and features. And, the Webinars and Learning Opportunities section contains information about upcoming webinars, videos and more.
How Do I Enter a Ticket?
You can create a ticket by emailing support@doubleknot.com or visiting support.doubleknot.com.
NOTE: Please do not send support requests to the personal email addresses of support staff. Sending support requests to personal email addresses will delay our response.
The first time that you email support or create a new ticket in our support system, you’ll receive an email asking you to verify your email address and create a password. Please look for the email and follow the instructions immediately so that your ticket will enter the support system.
What if I Currently Have an Open Support Request?
If you have a support request that’s already in progress, we will create a ticket for the case in the new system. This will automatically send you an email asking you to create your support logon so that we can continue communicating about your issue or request. Please look for the email and follow the instructions immediately to create a logon account in the new system.
Email Reminders for Open Items
If we are waiting for you to provide a response or additional information, you will automatically receive email reminders starting three business days after we issue the request. If you don’t respond within five days, the ticket will automatically be closed.
How Do I Track My Tickets?
You can track the status of your tickets by logging on to support.doubleknot.com.
We’re excited about the new system’s capabilities and look forward to providing you and your staff with comprehensive and coordinated customer support. Please let us know if you have any questions.
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