Getting Help and Support
Quick Summary
ResponseIQ offers multiple support channels to help you resolve issues and get answers to your questions. You can browse the help center, submit support tickets directly from your dashboard, or email our support team at support@responseiq.io.
Help Center
The ResponseIQ Help Center is the fastest way to find answers to common questions. It contains detailed articles covering every feature of the platform, from getting started to advanced AI configuration. Articles are organized by category and are fully searchable.
You can access the Help Center at any time by clicking the question mark icon in the top navigation bar of your dashboard, or by visiting the Help section of the ResponseIQ website. Most questions about how features work, what settings do, and how to troubleshoot common issues are covered in these articles.
Pro Tip
Use the search bar at the top of the Help Center to quickly find articles related to your question. Searching for keywords like "quota," "sync," or "AI tone" will surface the most relevant articles immediately.
Support Tickets
If the Help Center does not answer your question or you are experiencing a technical issue, you can submit a support ticket directly from your ResponseIQ dashboard. Support tickets are tracked and managed by our team, and you will receive email updates as your ticket progresses.
To create a support ticket, navigate to the Support page from the sidebar menu and click "New Ticket." You will be asked to provide a subject, category, priority level, and a detailed description of your issue. See the Creating a Support Ticket article for step-by-step instructions.
Email Support
You can also reach our support team by emailing support@responseiq.io directly. This is useful if you cannot access your dashboard or prefer to communicate via email. When emailing, please include your account email address and a clear description of the issue so we can assist you efficiently.
Note
Emails sent to support@responseiq.io are automatically converted into support tickets and assigned to our team. You will receive an automated confirmation with a ticket number, followed by a response from a support agent.
Response Time Expectations
Our support team aims to respond to all inquiries as quickly as possible. Response times vary based on the priority and complexity of your issue.
| Priority | First Response Target | Description |
|---|---|---|
| Critical | Within 4 hours | Platform is completely unusable or data integrity is at risk. |
| High | Within 8 hours | A major feature is broken or not functioning as expected. |
| Medium | Within 24 hours | A non-critical feature is behaving unexpectedly or a configuration question. |
| Low | Within 48 hours | General questions, feature requests, or feedback. |
These are target response times, not guaranteed maximums. In practice, most tickets receive a first response well within these windows. Support is available Monday through Friday, 9 AM to 6 PM Eastern Time.
Related Articles
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