Our New Support Email

We’re excited to announce that alongside our new project management software, Productive, we’re introducing a dedicated support email for our digital agency clients. This new email will streamline our processes within Productive, ensuring that all requests, questions, and issues are efficiently managed and tracked.

By using the support email, clients can quickly report website bugs, helping us resolve issues faster and keeping projects on track. This integration of Productive and our support mailbox is a key step in enhancing our service delivery and ensuring seamless communication. While making sure that your support queries are handled efficiently and effectively.

Be sure to add our new support email address to your email contacts for next time you need to get in touch with our team ([email protected]) we’ll be happy to assist you.

Why We’re Making This Change

As a digital agency Primal Space is committed to providing a personalised service, we’ve always believed in direct communication rather than using impersonal ticketing systems. While ticket systems are common in many industries, they often lead to a frustrating user experience, with clients feeling like just another number in the queue. We want to avoid that.

By using our new support email, your request will be directed straight to our team. This ensures that the right person will handle your query as quickly as possible. Whether you’re experiencing a technical issue, need advice on a project, or require updates on ongoing work, just drop us an email and we’ll take care of the rest. Our support email is open to all clients whether you’re looking for E-Commerce support, WordPress website development, SEO or website hosting.

What to Include in Your Support Email Request

To help us assist you more effectively, please include the following details when you send us a website support request:

• Subject Line – A brief summary of your issue or request.
• Detailed Description – Please describe the problem or request in detail. The more information you provide, the better we can assist you.
• Attachments – If applicable, include any screenshots, documents, or other relevant files that can help us understand the issue.
• Urgency Level – Let us know if the matter is urgent, so we can prioritise accordingly.
• Team member – If you are dealing with a specific team member, please note their name within the request and this can be directed to the relevant team member to allow for continuity. if this is left blank or no team member is specified then the request will be picked up by the next available team member or allocated to the person best suited to handle the request.

What This Means for You as Our Client

• Quick Responses – Your email will reach the relevant team member directly, ensuring a faster response time.
• Personalised Service – You’ll continue to receive the same personalised service you’ve come to expect from us—no generic auto-responses or impersonal ticket numbers.
• Clarity and Transparency – By communicating directly through email, we can ensure that nothing gets lost in translation, and you’ll have a clear record of all interactions.

We’re confident that this change will enhance your experience with us. If you have any questions or concerns, feel free to reach out to us at our new email address [email protected].

Thank you for your continued trust in our agency. We look forward to supporting you better through this new communication method.