Support Center General FAQs

TABLE OF CONTENTS

• What is the name of the new support ticketing system we are using? 
• How can I get support? 
• What websites can I bookmark? 
• What are the hours of operation? 
• What response times should I expect?
• What should I include when I reach out for support? 
• What technology does this system include? 

What is the name of the new support ticketing system we are using? 

Freshdesk: Reliable, user-friendly support software simplifying customer service for businesses. San Mateo, CA based. 

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How can I get support? 

Send an email:

help@bishops.co for Bishops Cuts/Color brand support.

help@thelashlounge.com for The Lash Lounge brand support.

Navigate to portal URL:

bishops.freshdesk.com for Bishops Cuts/Color brand support center.

thelashlounge.freshdesk.com for The Lash Lounge brand support center.

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What websites can I bookmark? 

https://bishops.freshdesk.com 

https://thelashlounge.freshdesk.com

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What are the hours of operation? 

Mon-Fri 8am - 6pm CST //  6am-4pm PST

Note: We understand that urgent issues can sometimes arise outside these hours. Rest assured, we will actively monitor for critical matters and address them promptly to minimize any disruption to your business operations.

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What response times should I expect?

We aim to acknowledge all requests within 24-48 business hours and are committed to continually improving response times.

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What should I include when I reach out for support? 

If you use the self service portal there will be a form  asking the following:

• Requester email
• Location
• Priority
• Subject
• Broad System Category
  • Subcategroy
• Description
• Attachments

If you choose to email directly, then please provide the same information. 

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What technology does this system include? 

Freshdesk integrates email and form-based ticketing with an expanding knowledge base featuring system training, process guides, and role-specific content, supported by AI-powered tools to streamline and enhance your experience.