Contact Support

Email Support

The simplest way to contact our support team is by sending an email to support@responseiq.io. Every email sent to this address is automatically converted into a tracked support ticket, so you will receive the same level of attention and follow-up as tickets created through the dashboard.

When emailing support, please include the following information to help us assist you as quickly as possible:

• The email address associated with your ResponseIQ account.
• A clear description of the issue you are experiencing.
• Steps to reproduce the problem (if applicable).
• Screenshots of any error messages or unexpected behavior.
• Your browser name and version (if the issue is visual or behavioral).

Creating a Ticket in the Dashboard

If you are logged into your ResponseIQ account, the preferred method of contacting support is by creating a ticket from the Support page. Dashboard tickets are automatically associated with your account, which means our team has immediate access to your account details and can begin investigating without needing to verify your identity.

1. Click "Support" in the sidebar navigation.
2. Click "New Ticket" in the top-right corner.
3. Fill in the subject, category, priority, and description fields.
4. Attach any relevant screenshots or files.
5. Click "Submit Ticket."

Response Time Expectations

Our support team operates Monday through Friday, 9 AM to 6 PM Eastern Time. We aim to provide a first response within the following timeframes based on ticket priority:

These are target times, not guarantees. However, the majority of tickets receive a first response well within these windows. Complex issues that require engineering investigation may take longer to fully resolve, but we will keep you updated on progress throughout.

Tips for Getting a Fast Response

The more context you provide upfront, the faster we can resolve your issue. Here are some tips for writing effective support requests:

• Use a descriptive subject line — "AI responses not generating for 1-star reviews" is much more helpful than "something is broken."
• Include your account email — especially important if you are emailing from a different address.
• Describe what you expected versus what happened — this helps us understand whether the behavior is a bug or a misunderstanding of a feature.
• Include steps to reproduce — if the issue happens consistently, tell us exactly how to trigger it.
• Attach screenshots — visual evidence of the problem speeds up diagnosis significantly.
• Mention what you have already tried — this prevents us from suggesting troubleshooting steps you have already completed.
• Set the right priority — setting an accurate priority helps us triage effectively. Reserve "Critical" for situations where the platform is completely unusable.

What Support Can Help With

Our support team can assist with a wide range of issues and questions. Here are some common topics we handle:

• Technical issues — reviews not syncing, AI not generating responses, publishing errors, login problems.
• Account management — changing your email, managing team members, understanding your plan and quota.
• Billing questions — understanding charges, updating payment methods, requesting invoices, handling failed payments.
• Feature questions — how to configure AI settings, set up notifications, manage multiple locations.
• Feature requests — we welcome suggestions for new features or improvements and forward them to our product team.
• Bug reports — if you encounter unexpected behavior, our team will investigate and escalate to engineering if needed.