How To Send a Support Request

If we are building a site for you or you need ShiftWeb to make changes to your website, here is a quick tutorial on how to send your requests.

Remember: Emails are typically best for making requests.
While phone calls can be helpful to explain more complex things, emails work better about 95% of the time. Email also allows for better record keeping and organization for requests.

Guidelines #

1. Please email your request to

2. Reference your domain name in the email subject (without https:// or www)
We manage hundreds of websites so when we receive an email with a generic subject like “Website”, it is quite vague to us. If you insert your domain name in the subject, it quickly allows us to identify the website in question.

3. Always include a link to the page you are referencing.
This keeps us on the same page, literally and figuratively. (Here’s how to find the link.)

4. Do not create multiple email threads for the same topic.
Trust us, we love getting emails from you! But please refrain from sending multiple threads for one topic. Let’s keep the conversation in the same thread so we can easily track your request.

5. Screenshots are awesome (if applicable)
Screenshots are not always necessary, but when it is, it provides accurate detail about what you’re referencing.

How to Structure Requests #

If you have multiple requests, please break down each request into numbered points as it makes it easy to digest and reference.

Below are two examples of how you can structure your requests. As you can see, we used our site as an example to reference the pages we are requesting edits for. You will use your own site links, of course.

Example #1

Email – Edit requests

1. Homepage:

  • Edit request 1
  • Edit request 2
  • Edit request 3

2. About:

  • Edit request 1
  • Edit request 2
  • Edit request 3

3. Services:

  • Edit request 1
  • Edit request 2
  • Edit request 3

Example #2

Email – Edits

1. For the Homepage, please make the following changes here and there.

2. For the About page, please make some changes here and there.

3. For the Services page, please do this and that.

Sending Files #

Email attachments are perfect for sending a few files. But sometimes, you’ll need to share very big files or many files that can not be sent through email. If this is the case, sharing a Dropbox or Google Drive link works great!

If possible, please make the link public so our whole team can access it. If that is not possible, please share it with


That’s pretty much it! If you are still not sure, no worries. Just email us the request the best you can and we’ll let you know if we need anything else to get the job done! 🙂

If your needs are complex and you prefer to have a phone call or do a Zoom, you are more than welcome to schedule a time to chat so we can discuss your needs!