Yandex mail technical support email address. How to write a letter to Yandex support. An alternative way to contact VK support
A very important criterion for the responsibility and integrity of any Internet resource is feedback. With this function, any client can count on timely assistance if any problems arise. For example, in cases where you need to register or delete an account. Fortunately, Yandex mail has feedback and anyone can get answers to your questions in a convenient way– write or call Yandex support service. How can this be done?
How to contact support?
The most popular way to contact them is to write an email to them. mail e-mail. Moreover, Yandex itself offers to use the email service.
But Yandex recommends not immediately contacting the operator by phone, but finding the answer to your question here https://yandex.ru/support/common/troubleshooting/main.html. Here is a fairly large list of problems that arise in the Yandex service. Each list includes additional lists that clarify the reason for contacting technical support. In most cases, issues can be resolved with the information provided. Just follow the instructions.
In cases where the problem cannot be solved using the described method, the user ends up back on the page feedback. When the user decides to contact the operator directly, the difficulty encountered must be described clearly and understandably.
In order to establish mutual understanding with the operator, the following information must be provided:
- Which browser does the user use to access the Internet? You also need to specify the version.
- Indicate the address of the page on which the problem was identified.
- Indicate as clearly as possible all actions taken to resolve the problem.
- If possible, upload a screenshot of the page where you encountered difficulties.
- IN special situations You will have to fill out a form, then be patient and wait for a response from a specialist. If the service is very busy, the wait may take quite a long time.
How to contact Yandex by phone?
Get necessary help It is possible not only on the website, but also by phone. Helpdesk provides free calls for consultation with specialists. For citizens of all regions Russian Federation there is a single number hotline: 8 800 333-96-39. Call center employees are always ready to provide professional assistance in real time from 05.00 to 24.00 Moscow time.
Yandex is one of the largest resources, so its developers took a responsible approach to the interests of their clients and provided them with round-the-clock technical assistance located on the Yandex.ru website. In order to contact support, you need to register in the system and wait for a response message.
It is important to know that user requests electronic form is equivalent in importance to a written request. This means that the client’s application will definitely be considered, taking into account Federal law RF No. 59-FZ “On the procedure for citizens’ appeals”.
Therefore, if any questions arise, experts advise not to waste time and write a request by e-mail. But in any case, users can use the phone number provided on the site for technical consultation.
January 21, 2015 at 12:47 pmHow Yandex.Mail support learned to respond within three hours
We are trying to make Yandex.Mail such that everything in it is immediately obvious to everyone and no help is needed. Unfortunately, this does not always work out, which is why we have a support service. I think many people on Habré understand that it is very difficult to organize a support service so that it can quickly respond to all users of such a huge service as Yandex.Mail, and at the same time not send out semi-automated replies, but provide substantive help and sort out problems in the service itself.
Last time we talked about how we improved the work of the Yandex.Mail support service, reducing the response time to users to one day. And just today, when Habrahabr transferred all hubs about project management to Megamind, we decided to tell you how we reorganized the work of support staff so that the average response time to people decreased to three hours.
Don't be afraid of your desires
More than a year ago, when we first started changing the work of the support service, the average response time was more than three days. Back then, answers within 24 hours seemed like the ultimate dream. But once we achieved this, we wanted more.So how did we manage to solve a problem that many online stores and even paid services of which we are users have not yet solved (in our subjective opinion)?
Finding the problem
In order to understand on the shore what and how affects the response time, we downloaded all the events from our administrative panel for the full month, minute by minute. Any letter from a user takes up time from a support specialist, even if it simply had to be moved to the next queue. Therefore, it is important to take into account not only the arrival of a letter and the response to it, but also the movement to another queue. Closing without a response takes at least a few seconds - the letter needs to be read. We shared this data with analysts and asked them two questions:Analysts told us the following:
- The number of letters outgoing from us over a period of time is 96% of the number of incoming letters over the same period. This means that the team can handle the workload and could theoretically handle most of the tickets “in real time.”
- If we consider only tickets closed in less than two days, then the average time it takes is 12.3 hours. For different days this figure ranges from 8 to 16 hours. Despite the fact that there are still 6% of them, in the process of work on which difficulties arise, we still derived the first metric - the average response time needs to be reduced by 9.3 hours.
- 53% of all emails processed by a support employee during an eight-hour workday arrived on the same day, and 47% were left over from yesterday.
- The number of open and closed tickets per day usually differs by 25% in either direction. This difference is also large enough to cause delays in response time.
A matter of technology
The main thing we understood is that the main delay in response is caused by old tickets accumulated in the queue. This is how we formulated the first task: to reduce the level of unclosed tickets one-time, while maintaining the average load. To solve it, we didn’t even need to change our work schedule or hire new employees. We simply organized a couple of cleanup days and sorted out all the pending problems.This change alone resulted in an increase in average response speed of 6 hours (12.3 - 6 = 6.6). That is, to reach our goal of 3 hours, we needed to reduce the response time by another half.
All that remained was to synchronize the work schedule of the support staff, since the floating schedule on weekdays gave us about 3-4 hours to the average time delay.
As can be seen in the graph, it was necessary to pay attention to the periods from 7 to 11 and from 19 to 22 hours. At the same time, the time from 13 to 16, on the contrary, can be unloaded, which is what we did.
The new metric was an empty queue at 22:00 every day and a new work schedule. We see the effect on the graph:
And the winner is...
Only organizational changes allowed us to more than double our response time - from 30 to 75 percent of responses within three hours. The number of letters per day increased by only 10 percent, thus our fear of a significant increase in letters due to quick responses turned out to be in vain. To sort out the remaining 25%, you need to enter two shifts, since most of them are questions that arrived at night, Moscow time. Now we respond to them within 8-12 hours. But we'll talk about this next time.We act proactively
80% of emails received by the support service are typical questions, which have standard answers: the user simply did not find some setting or wants to find out how some service works. A robot can answer such questions.To solve this problem, we created a feedback form in the form of a pop-up with a visible search bar for questions and answers, a web screenshot and the ability to immediately attach a problematic letter as an attachment.
In benefit measurements we compared with regular shape feedback. The key metric of the project was the conversion from those who visited the form to those who wrote to support.
The final figures were as follows:
- Conversion rate in the new form is 23%.
- Conversion in the old form is 56%.
From those who wrote to support:
- 12% came from search results (that is, they were not satisfied with our answer);
- 88% came from home page(they didn’t look for anything, didn’t click “Find”, just clicked “Write to us”).
- 41% went to Help from the first page;
- 32% used the search and found the answer (30% of them used Sajgest);
- 27% closed the form immediately or while writing the email
The new form with search turned out to be 33% more effective than the old one.
It also became clear that people, contrary to popular belief, know how not only to write in support, but also to independently use the search, read and find answers - just give them handy tool.
Results
Yandex.Mail is a free email service with one of the fastest support services even among paid services. 75% of our users receive answers to their questions within three hours, and 90% within 24 hours.We managed not to increase the number of letters and at the same time greatly improve response times using the current team - without any major changes in the work schedule. And we don't stop there. Now we plan to learn how to answer important questions within an hour, start automatically checking the quality of the answer, learn how to calculate the user’s karma on the service in order to more accurately determine the level of his knowledge and skills.
To get an answer to the question posed in the title of the article, just type in search bar Yandex or Google request: “Yandex mail help”, then click on the first link provided.
However, this is not enough, because there are nuances that I want to talk about.
Why do you need help from Yandex?
I remember the saying that one answer to the question “why?” solves a thousand questions “why?”. Therefore, I will give an example when professional help from Yandex technical support may be needed.
My reader Nadezhda, my namesake, made a mistake by one letter in her name when registering. Numerous attempts by Nadezhda to change her name through Yandex Passport did not yield results. More precisely, the name in the Passport was correct, but for some reason letters from her mail were sent with an error in the sender’s name.
She tried almost all options to correct the name, and finally wrote to Yandex technical support. In the end, everything was limited to filling out the forms she received. The name was corrected thanks to Yandex support without any explanation from them.
An important reason why it makes sense to look at Yandex Help is that there you can find an answer to your question.
There is a FAQ - these are answers to frequently asked questions, which address many of the problems that users have.
I myself also contacted Yandex technical support several times on issues related to
- (closed),
- Yandex.Postcards.
Where does Yandex mail help?
Usually on such large sites as Yandex, help is located at the bottom of the site, that is, in the basement and is called “Help” or “Support Service”, or “Feedback”:
Rice. 1 Help and Yandex support service in the Yandex mail basement
Two points to note:
1) Let's go to your account(your email) on Yandex. This is necessary so that the Yandex technical support employee who reads your letter understands that you are the owner of your mail. I haven’t checked, but I think that Yandex mail does not always provide help to anonymous people.
2) Before writing a message for help, you should read answers to “Frequently asked questions”(number 1 in Fig. 1). This often helps to get answers to your questions quickly and thoroughly.
There are a lot on Yandex various services, so I’m giving a specific link to Yandex mail help, which is worth clicking on if you are in your mail:
1) Go to your mail on Yandex.
2) We go downstairs to the basement of our mail and there we click on the “Support Service” link (number 2 in Fig. 1).
3) All that remains is to find the section on your problem (Fig. 2). By clicking on the link with the corresponding section, you can read the answer to your problem, or fill out a form to send to Yandex.
Rice. 2 Select the section for your problem in Yandex Support Service
4) Let's look at a specific example. To do this, select the “Personal information, interface and other settings” section (number 1 in Fig. 2). Click on this link.
Rice. 3 We are looking for a subsection in the section on our problem in Yandex Support Service
6) Write a message to Yandex Support Service (Fig. 4)
Rice. 4 Fill out the form to send to Yandex Support Service
Pay attention to the Yandex prompt “Describe the situation in as much detail as possible: list your actions step by step and their results.” The fact is that many users write only about their result, for example, “I can’t change my name in mail,” but do not consider it necessary to describe their actions that led them to this result. There may be a million actions that led to this (or similar) result and no support will undertake to consider these million actions and analyze them at the same time.
To send a message, fill out the form as shown in Fig. 4:
1) Enter your name (number 1 in Fig. 4). It is more pleasant for the support service to address you by name.
2) Enter your e-mail to which you want to receive a response, and you must enter this e-mail without error (number 2 in Fig. 4).
3) We write a message where we describe our actions step by step (yes, lazy, but it is NECESSARY) and the result obtained (number 3 in Fig. 4).
4) If necessary, attach a screenshot to your message. To do this, click on the “Select file” button (number 4 in Fig. 4) and search on your computer’s hard drive required screenshot. You can send 2 screenshots of no more than 10 megabytes.
5) Just in case, check what is written, then click on the “Submit” button.
On holidays and weekends, Yandex Help may not work, so it is better to contact on weekdays to get an answer faster.
While waiting for a response from Yandex, do not forget to check your Spam folder. Yes, yes, I myself was surprised how Yandex could send its letters straight to Spam, but sometimes this still happens.
Similar to the algorithm described above, you can get help from the Support Service for all Yandex services: Yandex.Postcards, Yandex.Money, Yandex.Disk, Yandex.Pictures, etc.
Of course, you can get professional help from Mail.ru in the same way. For this it is enough to home page Mail ru below, in the basement, click on the inconspicuous “Feedback” link.
In conclusion, I would like to remind you that before writing anything to any Support Service, it would be wise to first look for the answer among the frequently asked questions (what is called FAQ on many services). Typically, such answers are always available on the Support Service page (or on the Feedback page, or on the Help page).
P.S. Yandex provides many services to users who have their own account (i.e. Yandex mail):
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U search engine Yandex has a special service for website owners - Yandex.Webmaster. In this service, in addition to useful tools, you can contact technical support and find out the causes of various problems. For example, why the site suddenly lost its position. In this article we will tell you how you can write to Yandex.Webmaster technical support and how to do it correctly.
How to write in support of Yandex.Webmaster?
To write to support, follow our instructions. Be sure to read the information to the end.
1. Add the site to Yandex.Webmaster
To contact us about problems on any site, you need to add this site to the Yandex.Webmaster service using the link: http://webmaster.yandex.ru. To add a site, you will need to place a special verification file on your hosting or add a special tag to the page code.
2. Open the support page and select the topic of the request
After confirming the rights to the site in Yandex.Webmaster, you need to go to the page https://feedback2.yandex.ru/webmaster/ and select the most suitable topic for your problem from the list that opens:
3. Find the request form
Once you select a topic, you will receive instructions on how to solve the problem. If these instructions do not help you, check the appropriate box and a form for sending a request to Yandex.Webmaster support service will open in front of you.
An example of such a form is below:
Please note that not all sections have a form for submitting a request. If there is no option to open the form in the most appropriate section, look for it in another section that suits your problem. As a last resort, you can send a question from any section, even the wrong one. This should be done as a last resort. In practice, such requests are also answered.
4. Fill out and submit the form
Describe your problem in the form and submit it. As a rule, the answer comes within 1-2 days. There is no point in duplicating the request, since the answer will come in any case. If there is no response for a long time, it is likely that the problem required additional work on the part of Yandex employees.
Who is Platon Shchukin?
Platon Shchukin is the pseudonym of all employees working in the Yandex.Webmaster support service. Don't be surprised when you receive a response to your request. It will be signed with this name.
Is it possible to call Yandex.Webmaster?
No, that's impossible. There are no phone numbers for technical support staff on the site. You can only write through the form.
Secrets of Yandex.Webmaster: how to get a detailed answer from Yandex employees?
- According to our observations, the Webmaster's technical support stores the history of all requests for a specific site. The support agent can view your message history.
- Do not try to deceive Yandex employees. They understand perfectly well whether you are telling the truth or lying. If you made mistakes, admit it - this will speed up the solution to the problem.
- A number of filters in Yandex are removed automatically. In this case, support will report this. However, it would be a good idea to remind you about the problem after some time. In practice, this approach allows you to quickly solve problems, including those with automatically removed filters.
- If Yandex.Webmaster technical support has pointed out shortcomings on the site, correct them before contacting technical support again.
- It’s rare, but it happens that site problems are related to the peculiarities of Yandex algorithms. In this case, as a rule, the Webmaster's technical support admits that there are problems with the algorithm, but notes that eliminating them may take some time.
- We don’t remember any cases where there was no response to a request in Yandex.Webmaster. So if there is no answer for a long time, you should not duplicate the request. Most likely, you will receive an answer later, and the delay in response is due to the fact that the question requires a lot of elaboration.
Yandex.Mail allows its users to send letters with questions, complaints and requests for help in solving various problems. However, as is usually the case, it is sometimes difficult for the average user to find a form to compose an appeal.
Since Yandex has several divisions, the methods of contacting technical support will also vary. They do not have a unified form of contact, and even more: it is not possible to contact specialists so easily - you will first need to select a section with basic instructions for resolving the problem that has arisen, and only then find the feedback button on the page. It is also worth noting that on some pages it may be completely absent.
Pay attention! Yandex.Mail deals with issues related to its mail service of the same name. It is wrong to contact her with problems of other services, for example, Yandex.Disk, Yandex.Browser, etc. - different teams deal with and advise on different products. In addition, it is worth noting that the same postal address There is no technical support - most requests occur through the forms that will be discussed in this article.
Yandex.Mail does not work
As with any website and online service, Yandex.Mail may experience glitches and technical work. At these moments she becomes unavailable, usually not for long. You should not try to immediately write to technical support - as a rule, access to the mailbox is restored quite quickly. Most likely, they won’t even answer you, because by that time it will no longer be relevant. Additionally, we recommend that you read our article, which discusses the reasons why mail may be inoperative.
However, if you cannot open the Yandex.Mail page for quite a long time or you can do this from other devices, but not from yours, provided you have a stable Internet connection and the site is not blocked by you, someone else, or your provider (relevant for Ukraine) , then it’s really worth contacting a consultant.
Forgotten email login or password
Most often, users try to contact Yandex.Mail employees, having forgotten their login or password. mailbox. Experts do not provide such advice directly, and here is what you should do first:
Other problems with Yandex.Mail
Since login and password recovery requests are the most popular, we have included them in separate instructions above. We will combine all other questions into one section, since the principle of contacting technical support in this case will be identical.
- Let's first figure out how you can get to the support page. There are 2 options for this:
- Follow the direct link below.
- Access this page using your mail account. To do this, open your email and scroll to the bottom of the page. Find the link there "Help and feedback".
- Now you will need to select the most suitable one from the list of sections and subsections.
- Since all the pages with the answer to frequently asked questions different, we cannot give a single description of the search for a form of address further. You need to look for either a link to a technical support page:
Or a separate yellow button, which also redirects to the feedback page on your topic. Sometimes you may additionally need to pre-select a reason from the list, marking it with a dot:
- We fill out all the fields: indicate your last and first name, email to which you have access, and describe the complexity that has arisen in as much detail as possible. Sometimes applications may have a limited number of fields - without a field to enter a message, as in the screenshot below. In fact, this is just a complaint about a malfunction, which should be sorted out on the other side. It’s worth repeating once again that each section has its own form of address and we show only one version of it.
Note: After selecting a problem from the list (1), additional instructions may appear (2). Be sure to read them before sending an email to technical support (4)! If the recommendation did not help, do not forget to check the box (3) indicating that you have read it. In some situations, there may be no line with a checkbox.
This concludes the instructions and we hope that you were able to figure out the confusing feedback interface. Remember to write your letters in detail to make it easier for employees to help you.