Contact Gladly Support
- 12 Jan 2023
- 4 Minutes To Read
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Contact Gladly Support
- Updated On 12 Jan 2023
- 4 Minutes To Read
-
Print
-
PDF
Can't find the answer to your questions on our product documentation website? No problem! Just contact our Support Team for additional help.
When to contact Gladly Support
Contact us if you need to:
- Add a new Entry Point.
- Add IVR nodes not available in the UI.
- General technical support.
Who can contact Gladly Support
If you have an Administrator or Team Manager role in Gladly, you'll see the options to contact Gladly Support on the Help page.
If you are not an Administrator or Team Manager, please, search help.gladly.com first to see if you can find the answer to your issue or questions. If not, work with your Manager if an issue needs to be reported to our team.
On the support request form, make sure to select the correct Application Component Affected option to make sure your request is routed to the best team that can investigate. Use the below table as a guide.
| Component | Description |
|---|---|
| Admin | Issues regarding all Gladly's Administrative functions, Answers, Inboxes, General Settings, Dedicated Hero. |
| APIs, Webhooks, and Integrations | For questions about Gladly's Developer documents, Integrations, Webhooks, or other custom setups. |
| Channel – Email | Questions regarding the email Channel in Gladly. |
| Channel – Chat | Questions regarding the chat Channel in Gladly. |
| Channel – Voice | Questions regarding the voice Channel or IVR configurations in Gladly. |
| Channel – SMS | Questions regarding SMS configuration, regulations, or delivery within Gladly. |
| Channel – Instagram Messaging | Questions regarding Instagram setup and usage in Gladly. |
| Channel – Facebook Messenger | Questions regarding Facebook Messenger setup or usage. |
| Channel – Twitter | Questions regarding Twitter setup or usage. |
| Channel – WhatsApp | Questions regarding WhatsApp setup or usage. |
| General Questions | Questions about Gladly not related to a Channel or system configuration. |
| Help Center | Questions regarding Help Center knowledgebase. |
| IVR | Questions regarding using or building an IVR. |
| Login | Questions related to login problems or SSO configuration. |
| Payments | Questions related to Chat Payment setup and usage. |
| Product Improvement | Suggestions related to product enhancement or workflow improvements in Gladly. |
| Redaction Request | Data redaction needs or compliance requests. |
| Reporting | Questions related to Gladly's built-in or Customer Reporting. |
| Routing, Prioritization, and Workflow | Questions involving routing workflows and prioritization for all Conversations and Tasks. |
| Search | Questions or issues related to Gladly's search functionality. |
| Sidekick | Questions or issues related to Sidekick. |
Be sure to select the correct Business Impact to make sure the request is prioritized correctly. Use the below table as a guide.
Business Impact / Severity Levels
| Severity Level | Description | First Response Time: Premium Support Package | First Response Time: Standard Support Package |
|---|---|---|---|
| P1 | Critical Business Impact: Critical Business Impact: Platform outage occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround. (Gladly is offline and entirely inoperable). | 1 hour | 2 business hours |
| P2 | Major Business Impact: Major issue occurring in the production system severely impacting business. (The issue impacts numerous users, but they are still able to work in a limited capacity). | 4 hours | 4 business hours |
| P3 | Partial Business Impact: Issue causing impaired or non-critical loss of functionality on the production system. (The issue impacts 1-2 users). | Next business day | Next business day |
| P4 | Minimal Business Impact: Issue occurring on non-production system or question, comment, feature request, documentation issue, or other non-impacting issues. | 3 business days | 3 business days |
How to access the support forms
You must be logged into your Gladly account to contact our Support Team.
- Click the menu icon on the top left corner of the screen.
- Click Help.
- From the Product Documentation and Support page, you'll have another chance to search our product documentation and see other FAQs.
- Select the type of support you need:
- Entry Point Request – If you need to add new Entry Points for SMS, email, etc.
- Technical Support – For general requests and everything else.
- From the support form that opens, provide as many details as you can. Fields with an * are required.
Note - Support form is not loading
Clear your browser cache and cookies if you experience issues loading the support form.
Respond to Gladly Support Team
There are two ways to respond to the Support Team when you receive a reply:
- Respond via the email you receive.
- Respond by logging into your Gladly service desk account and typing into the "Add a Comment" field. This has the added benefit of allowing you to @mention other contacts.
Unable to log into Gladly
If something is preventing you from logging in to your Gladly account to access the support form, use the form here to contact us.
Gladly Support operating hours
Gladly Support hours are 6 AM to 6 PM Pacific Time, Monday to Friday. Our team follows modified Support hours during certain company holidays. You can submit a request anytime, but please make sure to use the correct business impact/severity level:
- P1 and P2 requests for Premium tier Customers alert our Support team, and requests are reviewed & responded to within the allotted response time.
- P3 and P4 requests are replied to during normal business hours.
Prevent Gladly emails from going to spam
Ask your email administrator to add gladly.com to your email allowlist in addition to these IP addresses. This should prevent Gladly emails, including Support responses, from being tagged as spam.
For Gmail users
Gmail has an aggressive spam filter which sometimes causes legitimate emails to end up as spam. While we highly discourage turning spam filtering off, if you’re finding that some Gladly emails are ending up as spam, we suggest creating a filter:
- Go to https://mail.google.com/mail/u/0/#settings/filters.
- Click Create a new filter.
- Enter your filters that you don’t want to end up in spam (e.g., a particular subject line, or list of email addresses, or email domains like gladly.com)
- Click Create new filter.
- Click on the checkbox for Never send to spam.
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