You may find yourself with a question that can't be answered on the database of Help articles, or that you don't recall from your training with MTM.Design. You can send any and all related requests to [email protected], or submit an email directly through the Studio!
If necessary, you can also call (855) 686-0680 (calls only).
Some things you might need to ask Help could include the following:
- Clarification on status of an order (if you've already checked the Studio to find an answer);
- Fabric-related questions (replacement for B/O, stock, etc.);
- Quality control submissions;
- Cancellation requests for orders WITH ASR assigned;
- Design requests;
- Embroidery/special monogram requests;
- Special orders (buttons, belt loops, trims, etc.);
- Shipment requests;
- Measurements & posture questions;
- Technical issues or platform error messages;
- Feature requests (something you think may benefit the Studio);
- Report requests (anything not accessible on the Reports page);
- General inquiries, questions or concerns!
Always make sure your email address & name is correct in the appropriate fields.
You also choose the type of question & importance; remember to only use "Urgent" in cases of legitimate emergency (and MTM.Design can change importance after ticket is assigned).
To view the status of your emails / tickets, you can log into the Freshdesk system by clicking Support Requests from your menu in the top left corner.
***Please note that the solution time for each scenario will be different. If a maker is involved in a scenario, this can add to the resolution time.