The creatives/designers assigned to your account depends on which subscription plan you've signed up for:

Graphics

Graphics Pro

Graphics Premium

Designated Designer

Designer Assignment Time

1-2 business days

1-2 business days

1-2 business days

Upon subscribing to any of our plans, it takes about 1-2 business days before your account is matched with a designer.

Graphics

Our Graphics plan does not include a designated designer. Instead, your requests are assigned based on your request type, which will get matched to an available designer from our creative pool with the skillset required to complete your request.

Graphics Pro and Premium

Our Pro and Premium plans come with 3 to 4 Designated Designers (1 per service type offered in the plan) depending on which plan you are on.

These Designers support a portfolio of customers and are supported by Back-Up Designers in the event they are not available.

Graphics Pro

Graphics Premium

Graphic Designer

Illustration Artist

Presentation Designer

Motion Graphics Artist

Note: While 3-4 creatives can be assigned to your account, not all of them may work on your request queue simultaneously depending on how many subscriptions you have in your account. For example, if you have 1 subscription and submitted 2 requests (1 presentation and 1 design request), only one or the other will get worked on. If you have 2 subscriptions, the Graphic Designer and Presentation Designer can work on them at the same time, and so on.

While our goal is to have you work with your Designated Designers whenever possible, it is equally important that we ensure your creative requests keep moving. Having Back-Up Designers in place allows for this to happen.

We don’t just have 2 but 3 layers built into our system that help prevent any bottlenecks you might experience. In the example of a Premium plan, here is how it works:

We highly recommend that you keep your Team Back-Up (learn more here) setting in the ‘on’ position in your company settings so that your work never stops and turnaround times can be maintained.

See: How do I reach my designer or creative team?


Does this mean other customers are prioritized over me?

Not at all! While each designer may have multiple customer requests per day, there is a system in place that ensures each customer will get their requests worked on per business day, so remember to set your queue order for the day's priorities.

Learn more about managing your queue here.

The designer designation is also limited based on how many customers a creative team can handle. A customer will not get assigned to a creative or team who already has a full roster of customers.

If one customer asks for more work for a particular day, this may be pushed back so as not to affect another customer's queue progress. Likewise, if you request more work beyond the team's capacity for the day, your request may be worked on the next day.


I need a large project completed asap. How can I get more work done faster?

You could upgrade your subscription, and take up 2 or more 'slots' from the same designer (if they have enough capacity), or get a different designer onboard your account to speed things up. 2 subscriptions/designers will cost 2x your monthly fee, 3 subscriptions will cost 3x, and so on.

Some customers may find this necessary, while others can maximize their subscription by other means. With proper planning and request queue management, you can get the most out of your subscription and your designer's bandwidth!

See: I have a multi-request project. Can you help?

To do that, make sure that you give your designer enough lead time to complete your projects, especially large ones, by submitting them well in advance of your deadline.

If you'd like to have your request reviewed and get a properly assessed estimate* of completion, or if you'd like to ask if your designer can hit a certain deadline, you can ask your designer directly, or contact the Customer Success team at [email protected]. The team will then assess your request and let you know whether the team can hit the deadline, or suggest upgrades to complete it by your desired timeframe.

(*Estimates will still depend on how smoothly the request progress goes, so revisions in between or other priority requests added into your queue will delay the completion date.)

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