Submit a Support Ticket
The most straightforward way to contact our first class support team is is to just shoot ‘em an email at firstname.lastname@example.org. Support's hours are 9 AM to 7 PM Eastern, Monday through Friday.
What to Include
Include your organization number
Include the URL where the problem is occurring
Trouble with an email blast? Open the email blast and grab the URL
Trouble with a donation page? Open the donation page and grab the URL.
Include as much detail as possible
What page were you on? What did you expect to happen – and what happened instead? One of the first things our Support specialists will do is to try to replicate the issue, so your details will help lead to a quicker turnaround.
What should you expect?
First, you’ll get an auto response acknowledging your ticket in the system. After that, you should receive a personal response, often within two hours. If it’s a quick fix, we’ll get you straightened out, or we’ll put you in touch with a Support Specialist who will give personalized attention to the ticket. We guarantee you’ll get a resolution or escalation for your ticket within two days (though often much sooner). If more information is needed to resolve your ticket, then we’ll ask you for that, too. (But if you provided all the information that we suggested above, we should be able to skip that extra step.) From there on, we’ll keep you up to date on a regular basis on the status of your support request.
What if there's a problem?
We're confident in our support team - they have a 98% satisfaction rate! But... nobody's perfect. If you need to reach out for a little extra assistance, contact our client success managers and they'll give you the personalized touch you need.
Want to monitor your support ticket?
Once you're logged in to help.salsalabs.com, you'll see a menu on the right where you can submit a new support request or check existing requests:
While checking your existing requests you can update or resolve any cases (even resolved cases). Normally, when a case is resolved, our support specialists will not follow up further. If you comment on a resolved case, the case will be reactivated and a support specialist will respond promptly.