🆘 What is the “Request Help” tool?
The Request Help tool - formerly known as “raising a flag” - is your direct line to our Customer Experience (CX) team when you need assistance with a project. Whether something is unclear, missing, or just not quite right, this tool allows you to reach out quickly and efficiently without leaving the platform.
Designed for speed and clarity, Request Help is faster than sending an email, ensuring our agents can step in with the information they need - right when you need it.
You can find the Request Help button on the top of the page, as well as on the bottom, if you scroll down!
❓ When to use "Request Help"?
Use this tool any time you're facing an issue or uncertainty during a project. Common scenarios include:
📝 Unclear instructions or confusing brief
🧩 Missing assets (e.g., music, images, reference files)
🔄 Difficulty syncing with client revisions
💬 Questions about the script or expectations
⚠️ Project posted with incorrect details or scope
💵 You believe the reward should be reconsidered
⏳ You need additional time due to valid* reasons
*This will be evaluated by the team, so common sense is extremely important on both ends (our agents and our Pros).
⚙️ How does it work?
When you click Request Help on a project, a widget will pop up, where you can choose the best option on why you need help!
The project ID and all relevant details
Your profile and language/service information
Any comments or context you provide
This streamlined approach eliminates the back-and-forth often needed with emails and allows our team to assist you faster and more effectively, so you can return to work with minimal delay.
Using the Request Help tool is the best way to ensure your concerns are seen quickly and resolved efficiently - so you can focus on delivering your best work.
Let us know if you'd like this adapted into onboarding or tutorial content!