Anorak Cat helpdesk guide
How to submit website update requests effectively
Quick links
Submitting clear and detailed update requests helps us complete changes quickly and accurately.
This reduces back-and-forth communication, speeds up the process, and helps keep costs down. To make the experience as smooth as possible, please follow the best practices outlined in this guide, then…
Important guidelines for making requests
Use a clear, descriptive subject line
When submitting a request, please use a clear, descriptive title related to your update. If possible, start with your business name and include the due date. This helps us respond faster and keep everything organised in our Helpdesk system.
Clear and helpful:
“[Business Name] – Updates to my About page
and footer – Ideally by 1.6.25”
Confusing:
“Can you do this today?”
Keep all follow-ups in the same email thread
If you need to check on your request or send supporting documents, please reply to the original email rather than starting a new one. This keeps all details together, making it much easier for us to track progress and respond efficiently.
Please send requests only to
Avoid copying in other team members, as it can cause confusion about who’s handling the task.
Do not abbreviate service names or products
Always use exact wording so we can match them up.
Clear:
“Please update the minimum charge on this page [www.anorakcat.co.uk/services] for Website Care Plan clients to ‘Minimum £50 per request’”
Confusing:
“Please update the WCP (C-only) list to £50 per client”
Provide URLs
Always include the exact page URL where changes are needed for each page.
Clear:
“On https://www.anorakcat.co.uk/about/ please replace this [insert content] with this [insert content].”
Confusing:
“On the profiles page, please update the bios and bottom section.”
Use screenshots
If possible, attach screenshots with arrows and annotations to highlight the areas that need modification. This really helps us get it right quickly!
Supporting videos
If you’re struggling to explain what you mean, feel free to record a video to show us and talk us through your request.
Submit content in the right format
TEXT: If providing new text, send it in a text document (never a screenshot for text).
IMAGES: For images, ensure they are high resolution and appropriately sized – WeTransfer is a great way to send us large files that are too big to attach to an email.
Be specific
Instead of saying phrases like “Make the homepage better” provide precise details like, “Replace the hero image with [new image] and update the headline to [new text].” Attach the new image to the request.
Remember
If you want our advice or to discuss options or what’s best – you can arrange a call with us any time.
Examples of
well-written requests
Confusing:
“Make the button bigger.”
Clear:
“On the homepage ([insert URL]), increase the size of the ‘Contact Us’ button by 20% and change its colour to #FF5733.”
Confusing:
“Change the image on the blog page.”
Clear:
“Please replace the main image on the blog page ([insert URL]) with the new image attached, named ‘blog image.jpg.’”
Confusing:
“Can you update the text on the homepage?”
Clear:
“On the homepage ([insert URL]), please change the headline from:
‘Websites that sell your services brilliantly’
To
‘Websites that connect your coaching with the people who need it most.’”
Confusing:
“Please redesign the homepage, I don’t like the layout.”
Clear:
“On the homepage ([insert URL]), I would like the following updates:
Move the hero image to the top section, replacing the current one with the attached new image.
Change the main headline to: ‘Welcome to [Business Name]’ and update the subheading to: ‘Expert solutions for your [industry] needs.’
Update the footer to include a ‘Privacy Policy’ link and move the social media icons to the bottom left corner.”
Always know
You can book a call with us if you’d like our guidance and extra design services.
Common update types and how to request them
TEXT CHANGES:
Provide the exact text to be updated
If you’re changing a sentence or paragraph, it’s best to send the entire new sentence or paragraph instead of just pointing out small changes like a missing comma, apostrophe, or spelling error. This helps us make sure everything is updated correctly.
Specify the location
e.g., “Change the ‘Benefits of Working with Us’ section on [URL] to say: ‘[new text]’.”
Specify the location
If you are making changes on multiple pages, please list changes under separate headings.
Image replacements
Attach the new image file.
Name the file something appropriate e.g. ‘newhome-banner.jpg’
Specify where it should go
e.g., “Replace the banner image on [URL] with the attached file named ‘new-banner.jpg’.”
Design tweaks:
Mention specifics
Colours, font sizes, spacing adjustments, or alignments.
Give an example
“On the pricing page ([URL]), make the ‘Get Started’ button bold, all caps, and change the background colour to #007BFF.”
New pages or features:
Describe
The purpose and layout of the page.
Provide content
Text, images, videos, etc.
Give details
If adding functionality, specify details (e.g., “Add a contact form with Name, Email, and Message fields, and have it submit to [email protected].”)
Give examples
Feel free to share links to other websites that show a feature you’d like.
We’re here
You can always book a call with us to discuss.
Not sure what you need?
If you’re unsure, don’t worry.
If you’re unsure about the best approach or whether a change is the right decision, don’t worry.
You can book a call with one of our team members to talk through your thoughts and get guidance on the best way forward.
If you’d prefer not to have a call but are open to our advice, just let us know in your request.
For example, you could say, “This section needs to stand out more so visitors don’t miss it. I’m happy to follow your suggestions on how best to achieve this with design or copy changes.”
(Please only choose this option if you’re flexible with the outcome. If you have a specific vision, kindly provide as much detail as possible.)
How to submit requests
Prefered
Method:
Submit requests via [email protected] or
Expected turnaround times:
Standard updates (e.g., text/image changes) are usually within 3 business days; larger updates (e.g., new pages, redesigns) will likely take longer.
Urgent requests:
Label requests as “Urgent” in the subject line when necessary, but be mindful that complex changes may still require time.
Full terms and conditions and SLA can be found here.
Bonus tips for a smooth process
Plan updates in batches
Whenever possible, group multiple changes into a single request. This keeps costs down.
Use simple language
Don’t worry you’re unsure about technical terms, describe what you want in everyday language.
Keep all your requests in one email
Instead of sending multiple emails for the same request, please include everything in one email. If you do need to send more than one email, make sure you reply to the original email thread. This helps us keep everything organised and prevents any details from getting misplaced.
By following these guidelines, your website update requests will be handled more efficiently, ensuring a
smooth and seamless experience.
We’re ready and waiting for your next request! [email protected]
FAQs
What’s the best way to send files or images that are too big to email?
If your files are large (like high-res images or videos), you can use a service like WeTransfer. Just pop the download link in your email to us – no account needed!
What if my request is urgent?
We understand things come up! Just mark the subject of your email as URGENT, and we’ll prioritise it where possible. Please note that larger or more complex updates may still take time, but we’ll always let you know what’s realistic.
I don’t have the exact wording or images yet, can I still get started?
If your request depends on new content, it’s best to wait until you have everything ready. But if you want to give us a heads-up or ask for advice, go ahead and drop us a line. We’re happy to chat things through and help you prep what you need. Just let us know what you’re working on, and we’ll guide you from there.
What if I don’t know exactly what I need, can I still send a request?
Yes, absolutely! If you’re not sure what the best solution is, just describe the problem or goal in your own words – we’ll take it from there. You can also let us know if you’re happy to follow our advice. For example, say something like:
“I want this section to feel more engaging but not sure how. Open to your ideas!”
Or, if you’d prefer to talk it through, you can book a call with us – we’re here to help.
I have a few little tweaks, should I send them all separately?
No need. The most efficient (and cost-effective) way is to bundle your requests together into one email. This helps reduce back-and-forth and keeps your support time focused on actual fixes, not admin. If more updates come to mind shortly after sending your request, just reply to the same thread so we can keep everything tidy and trackable.
Can I send a few updates now and the rest later?
You can, but to keep things efficient (and cost-effective for you), we recommend batching your updates into one request whenever possible. It reduces admin time and helps us complete everything more quickly for you.
What happens after I send my request?
Once your request reaches our Helpdesk, it’s reviewed and assigned to the right person on our team. You’ll hear back from us within our usual response times, and we’ll let you know if we need anything else. Simple requests are often completed within 3 business days.