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TADPOLE COLLECTIVE HELP DESK

Get Support FAST

Running an organization is challenging, but you’re not alone. Tadpole Collective provides essential support for your WordPress, CiviCRM, and WooCommerce needs.

  • Flexible support time blocks tailored to your needs
  • Easy ticket creation via email
  • Direct assistance from our experienced principals

Let Tadpole’s expertise power your non-profit’s digital infrastructure so you can focus on your mission.

Back Office CiviCRM Support

Have a complicated set of requirements for an event? Need a little hand-holding when setting up different levels of membership?

CiviCRM’s modules can be challenging to navigate, with multiple ways to approach the same issue. Sometimes all you need to accomplish your task is a little extra support. Tadpole’s Help Desk is here to guide you.

Something broken? Not sure how to diagnose the problem? Let Tadpole’s CiviCRM experts have a look. We troubleshoot PayPal and other payment gateway problems, help with custom styling for CiviMail and CiviCRM profile pages, provide assistance mapping accounting codes, and much more!

Read more about why CiviCRM site administrators turn to Tadpole.

Your go-to CiviCRM / WordPress team since 2012

Frequently Asked Questions

Clients open tickets as needed and we pick them up as they come in. We will respond as quickly as possible, if not with a resolution then at least with an acknowledgement and some preliminary investigation.

If the ticket is a “how-to” question (e.g., how do I configure this plugin; I need help setting up a price table in CiviCRM), it’s likely our first reply will contain an answer. If the ticket involves deeper investigation we generally check in with the client to discuss potential resolutions. If we have a fix that may take a few hours, we will present it to the client as an option before moving ahead.

Every ticket is different, but all tickets get timely and open communication from Tadpole.

Our ticket system accepts emails, and this option is preferred by many clients. Open a new ticket by emailing helpdesk@tadpole.cc. Our responses to tickets will always be sent to the client by email (clients determine who receives responses), and replies to these emails are added to the ticket automatically.

We prefer email, but we recognize that live communications can sometimes provide faster resolutions. It helps at the start of a relationship to speak by phone or video, to get to know one another. We want all our clients to know and trust us, of course, and we strive to make them comfortable. Routine support tickets are best submitted and discussed by email, with Tadpole initiating the occasional voice or teleconference as needed.

You can submit a ticket at any time. We monitor incoming tickets during normal business hours in US Eastern time, and do our best to respond to every ticket within one business day, while remaining alert to anything that is truly urgent (i.e. site failure).

You can bank the hours you buy. Purchased Help Desk time remains valid for one year.

Yes and yes. We generally need admin access to your website and host/server in order to provide Help Desk services. We take all reasonable precautions to protect your data and infrastructure. Read more about our commitment to client privacy.