We are committed to providing comprehensive, quick, and exceptional support. This article will outline how to:
Contact our support team, and the response time you can expect
Self-serve technical support through help desk articles
Escalate a support query
Provide feedback on your support experience
Accessing Technical Support
You can connect with our support team in several ways when you need assistance. The primary ways to get in touch are:
In-app Chat (primary contact): The quickest way to contact support is through the in-app chat feature. To access it, select the chat bubble icon that is available on every page of the EngagementHQ back end and submit your query and any supporting screenshots or videos. Please also note:
Our goal is to respond in chat within two minutes and resolve your query within the hour.
Our Support team provides 24-hour support from Monday – Friday.
In the event your site is down, please access the chat feature via the help desk homepage.
Granicus support portal: Access the Granicus support portal to submit a case detailing the issue.
Email (secondary contact): If you cannot access the chat or prefer email communication, you can reach our support team at support@engagementhq.com. Our target response time for emails is three hours.
Request a call: If your query is complex or difficult to explain via chat, you can use the chat feature to request a call. Calls enable real-time communication and screen sharing, allowing us to understand and address bug-related issues or complex problems.
Help Desk Articles
This help desk contains an array of articles covering tools, projects, reporting, and other platform functionality. You can access the help desk via the homepage or by selecting the chat bubble icon in the EngagementHQ back end and selecting Help.
The Escalation Process
If your query is not resolved at the initial support level, our escalation process is:
Use the same support channel you initially used to contact us and convey that your issue requires escalation.
Once escalated, our technical support managers will oversee the resolution of your query.
This process ensures that challenging issues are dealt with quickly and efficiently.
Feedback and Satisfaction
We value feedback on your support experience. After your query has been resolved, you can submit feedback in the following ways:
Chat: After the chat session ends, you will be asked to rate your interaction with support.
Email: After your case is closed, you will receive a satisfaction survey.
Your ratings and feedback are essential in helping us continually improve our support services. We look forward to assisting you with all your queries and support needs.