Contact Gladly Support
  • 02 Jun 2022
  • 3 Minutes To Read
  • PDF

Contact Gladly Support

  • 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:

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.

ComponentDescription
AdminIssues regarding all Gladly's Administrative functions, Answers, Inboxes, General Settings.
APIs, Webhooks, and IntegrationsFor questions around Gladly's Developer documents, Integrations, Webhooks, or other custom setups.
Channel – EmailQuestions regarding the email Channel in Gladly.
Channel – ChatQuestions regarding the chat Channel in Gladly.
Channel – VoiceQuestions regarding the voice Channel or IVR configurations in Gladly.
Channel – SMSQuestions regarding SMS configuration, regulations, or delivery within Gladly.
Channel – Instagram MessagingQuestions regarding Instagram setup and usage in Gladly.
Channel – Facebook MessengerQuestions regarding Facebook Messenger setup or usage.
Channel – TwitterQuestions regarding Twitter setup or usage.
Channel – WhatsAppQuestions regarding WhatsApp setup or usage.
General QuestionsQuestions about Gladly not related to a Channel or system configuration.
Help CenterQuestions regarding Help Center knowledgebase.
IVRQuestions regarding using or building an IVR.
LoginQuestions related to login problems or SSO configuration.
PaymentsQuestions related to Chat Payment setup and usage.
Product ImprovementSuggestions related to product enhancement or workflow improvements in Gladly.
Redaction RequestData redaction needs or compliance requests.
ReportingQuestions related to Gladly's built-in or Customer Reporting.
Routing, Prioritization, and WorkflowQuestions involving routing workflows and prioritization for all Conversations and Tasks.
SearchQuestions 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 LevelDescriptionResponse Time: Premium Support PackageResponse Time: Standard Support Package
P1Critical Business Impact: Critical issue 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 hour2 business hours
P2Major Business Impact: Major issue occurring on production system severely impacting business. (The issue impacts numerous users, but they are still able to work in a limited capacity).4 hours4 business hours
P3Partial Business Impact: Issue causing impaired or non-critical loss of functionality on the production system. (The issue impacts 1-2 users).Next business dayNext business day
P4Minimal Business Impact: Issue occurring on non-production system or question, comment, feature request, documentation issue, or other non-impacting issues.3 business days3 business days

How to access the support forms

You must be logged into your Gladly account to contact our Support Team. 

  1. Click the menu icon on the top left corner of the screen.
  2. Click Help.
  3. From the Product Documentation and Support page, you'll have another chance to search our product documentation and see other FAQs.
  4. 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.
  5. 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.

Gladly Support operating hours

Gladly Support hours are 6 AM - 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 immediately alert our Support team and requests are reviewed.
  • 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:

  1. Go to https://mail.google.com/mail/u/0/#settings/filters.
  2. Click Create a new filter.
  3. 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)
  4. Click Create new filter.
  5. Click on the checkbox for Never send to spam.

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