Introducing Our New Support System: A Better Way to Connect with Out-Smarts

At Out-Smarts, we want every client to feel comfortable reaching out, whether it’s about a new or current project, a question, or support with one of our services. From strategy, SEO and paid ads to social media and website updates, your goals are our goals. Open, ongoing communication is at the heart of how we deliver work that makes an impact, and now, we’ve made it even easier to stay connected.

That is where our new Teamwork support desk comes in, an exciting new system that makes communication between our team and yours smoother, more organised, and more effective. In this guide, we’ll explain what Teamwork Desk is, walk you through how to use it, what to use it for,  and how it will help us better support your business.

Why We’re Using Teamwork Desk

Out-Smarts delivers a wide range of digital marketing services to a diverse group of clients. And while our work is strategic and creative, effective communication is what keeps it all running smoothly. We don’t want something as simple, and avoidable, as a cluttered inbox slowing things down.

As our team and the scope of our services continue to grow, so does the need for a more streamlined way to manage requests and conversations. That’s where Teamwork Desk comes in. It allows us to support more clients efficiently, without losing time to email back-and-forth or disorganised threads.

Teamwork Desk helps us:

• Organise messages in a single, centralised platform

• Assign support tickets to the right team members quickly

• Keep track of the status of each request

• Ensure nothing gets missed or delayed

• Reduce email clutter and confusion

All of this means we can respond faster, follow up more effectively, and provide consistent support without sacrificing the personal touch.

We also value Teamwork Desk for the extra peace of mind it provides. We’re known for being attentive and responsive, and we take that seriously. Letting a message slip through the cracks simply isn’t something we’re willing to risk. With Teamwork Desk, all incoming communications are kept safe, visible, and easy for us to access and act on.

To help you get the most out of this new system, we’ve outlined the types of inquiries that are best suited to Teamwork Desk. If your message fits one of the categories below, you can be sure it’ll be handled quickly and effectively.

What Kinds of Messages Belong in Teamwork Desk?

To keep things running smoothly, we’ve outlined a few key categories of messages that are best suited for Teamwork Desk:

• Support issues: If something isn’t working as expected or you’re running into a technical issue, this is the best place to flag it.

• Requests for new projects or services: Need help launching a new campaign or want to add a blog post to your content calendar? Send us the details here.

• Updates or feedback on ongoing work: Want to share edits, approvals, or changes? We’ll track them all in one thread.

• Sharing files, content, or deadlines: Upload your materials with context so we can take action quickly.

• Billing and admin inquiries: Questions about invoices, payments, or contracts.

Once you’ve submitted your message, you’ll receive an email confirmation with your ticket number. Every reply and update will be linked to that ticket, so your team and ours can easily refer back to what’s been shared.

A Few Things That Don’t Belong in Teamwork Desk

To keep the system focused and functional, some types of communication are better handled outside Teamwork Desk – via email (info@out-smarts.com) , or a quick call (604 909 3532):

• Casual questions or minor check-ins: If it’s something informal or non-urgent – like a quick thought or a casual follow-up – please use your usual Out-Smarts contact’s regular email address.
• HR or hiring-related messages: If you’re contacting us about job opportunities, internships, or freelance work, please use the contact form on our website or email the appropriate hiring contact—not Teamwork Desk.
• New business or partnership opportunities: For new client inquiries or potential collaborations, please use our Contact Us page to reach the right person on our team.

Keeping these topics separate allows us to route your message to the most relevant team member and ensures you get the fastest and most accurate response possible.

Where to Send Your Message

To make sure your message gets to the right team as quickly as possible, please use the most relevant inbox below. Each one is monitored by the specialists best equipped to help, so you’ll get faster, more focused support.

• General inquiries  – general@outsmarts.teamwork.com
  Use this for anything that doesn’t quite fit into the categories below, general questions, admin and invoicing/billing as well as requests for information, or help getting pointed in the right direction.

• Paid Ads support – paidadssupport@outsmarts.teamwork.com
  For questions or requests related to Google Ads, social media ads, campaign reporting, creative approvals, or targeting updates.

• SEO support – seosupport@outsmarts.teamwork.com
  Reach out here for anything related to search engine optimisation – content updates, keyword questions, reporting, metadata, or SEO strategy.

• Social media –  socialmedia@outsmarts.teamwork.com
  This is your go-to for posts, calendars, captions, visual approvals, to share new content and ideas you’d like us to include, or ask any questions about your social media presence.

• Strategy, consulting, and training – strategysupport@outsmarts.teamwork.com
  Use this inbox for strategic planning, campaign brainstorming, consulting sessions, or custom training support.

• Web support – websupport@outsmarts.teamwork.com
  Send website-related updates, edits, functionality issues, domain or hosting queries here.

Each address is tied to a specific support team, ensuring your message is handled by someone with the right expertise. This helps us respond more quickly, keep communication clear, and get you the answers you need without the back-and-forth.

Same People, Better Process

We want to be clear: this change is not a major shift in how we work. You’ll still be collaborating with the same Out-Smarts team, friendly, responsive, and dedicated as ever.

Teamwork Desk simply helps us make that communication easier and more effective on both sides. It supports our commitment to genuine, one-on-one client relationships by giving you a more reliable way to get the help you need, when you need it.