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Support System
Target Audience: Independent Artists, Labels, and Distributors
Overview
Note: The unified support system described below is currently under active development and planned for an upcoming release.
Getting help should be easy and conversational. Rather than using a clunky, email-based ticketing system, DopplerTown is building support directly into a unified messaging platform right inside your dashboard.
How Support Works (Planned)
When you need assistance, reaching out to support will function just like opening a new chat conversation.
Categories
You will be able to categorize your request so it reaches the right team member quickly:
- Metadata: Issues regarding track names, artist names, or other release information.
- Takedown: Requests to remove a live release from streaming platforms.
- Financial: Questions regarding royalties, payments, and royalty splits.
- Technical: Bug reports or issues with the platform itself.
Contextual Help
To save you time, you will be able to link your support chat directly to a specific release or track. This gives our support staff immediate context on exactly what you are asking about, without you needing to copy and paste barcodes or track titles.
The Support Experience
- Initiation: You open a new support request from your dashboard, choosing a category and an optional release link.
- Conversation: You and the DopplerTown support staff exchange messages directly within the platform.
- Resolution: Once your issue is fixed, the conversation is marked as resolved. You can always refer back to your past support chats if you ever need a refresher.
By building support on top of a modern messaging system, we aim to deliver a fast, friendly, and conversational support experience right where you manage your music.