When to Use Which Product Support Resource

Modified on: Wed, Nov 8, 2023 at 2:08 PM

Method of Contact	Summary of Guidelines	Priority	Examples	Primary Inquiry Categories
Chat	Used for quick, transactional questions and concerns. Please keep your messages brief and concise. Be specific about the issue you are facing. Have all your account information ready if you can. Allow some time for our representatives to respond. They may be assisting other customers.	Low	Password reset requests Common product functionality questions	Co-Marketing Partners Dashboards Leads and Contacts Task Management User/account information
Email	Used for questions and concerns that take some time to research and understand. Please provide clear and detailed description of your issue or question. Include relevant screenshots or attachments, if applicable. Use a descriptive subject line to help us prioritize your inquiry. Include any specific names of journeys, campaigns, flyers, contacts, etc.	Low Medium	New product features Contact imports Marketing inquiries	Data imports Marketing - email/print/web Loans Listing and MLS data Reporting
Portal Click HERE to view	Used for questions and concerns that take time to research, understand the scope, deal with possible defects, and anything that requires higher priority. Provide comprehensive description of the issue and include steps to reproduce. Attach any relevant documents, images, or videos that can show the issue in more detail. Indicate priority level.	Low Medium High Urgent	Potential bugs and defects Journey reviews Other high-priority concerns	Integrations Marketing automation Merchandise Organization Admin Marketing management Total Expert API