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 help@mtm.design, 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.