How do I submit a ticket?

You can submit a ticket by simply sending in an email. There are two email addresses:

• [e-mail] - This email is used for Torrch Websites built before 2024.
• [e-mail] - This email is used for Torrch Websites built after 2024.
• The separate addresses help us keep track of which plan your website is running on. If you do not remember when your website was built, just pick an address and send in an email and we will figure it out for you! 

Once we receive the ticket, it enters our system that is monitored by our Project Managers and Developers who will work hard to meet your needs!

Since we have different people working on tickets as they come in, you may not talk to the same person each time. So it is helpful to include the What, Where, and When.

• What: What content would you like us to add, remove, or edit on your website? This could be anything from new text, links, attachments, etc.
• Where: We will need to know which page(s) these edits take place on and where on the page it should occur. Most of the time it is easiest to just copy and paste the URL into the email and say something like "Please add this paragraph to the bottom of this page." This helps avoid us working on a different page from what you had in mind. 
• When: Some tickets are time-sensitive. If this is the case, we will need to know when you would like these edits made. If we receive a time-sensitive request on short notice we will do our best to accommodate your needs, but the sooner we know about these kinds of requests the better. Also, please know that our developers are only available during office hours.

Overall, the more details you can provide us with, the more accurately and efficiently we can solve these requests. Here is an Example ticket: 

Hello Torrch, 

On my website websitename.com, we have a new photo we would like on our about us page! (websitename.com/about-us) This new photo should be posted above the first paragraph and stretch all the way across the page.
I have attached the new photo below. We are hoping to have this done by next Monday, please let me know if that will be an issue. Thanks