We're here to help!
Have a problem getting your campaign to launch? Can't figure out why your group won't upload? Are callers having trouble seeing their scripts? Do your texters not see their assignments?
Sending in a ticket to firstname.lastname@example.org is the fastest way to get all of your GetThru questions answered, but the detailed info you give us can help make the process even faster! Please help us help you by using these pro-tips from the GetThru Support team.
Let us know what organization you are working in if you are on multiple accounts.
When you send in a ticket, it will often only say your name and the email address you sent from, so please let us know what account you are working in so we can quickly identify your issue. If your ticket's email is different from what is in your user profile, please include that email in your ticket!
Send as much detail about your issue as you can!
No piece of info is too simple and could potentially help us replicate your problem to troubleshoot quickly. Explain your steps so we can recreate them. Helpful info to include, for example:
- Is the issue happening when you try to do a certain thing?
- Is it happening all the time or just on a specific campaign or group?
Send URLs to the specific campaign, group, or conversation where you are having trouble.
This helps us get right to the source of the problem rather than clicking around and looking for it. You can copy and paste the URL from your browser. For example, the URL for the sample account below is https://nutalk.getthru.app/admin.
Screenshots of your whole screen (including the URL) help us identify what's going on on your page and can sometimes give us a detail that might not even seem important. (Screenshots of a narrow window of your page aren't always helpful, so the whole picture can help us see everything going on).
Send us the exact error messages you are getting.
What does it say? What color is it? This is where a whole picture screenshot can be handy if you can get it.
If one of your organization members has trouble with their account, tell us their name, phone, and email.
This helps us find them quickly and solve their conundrum. If you can, CC them on the email or have them email us directly at email@example.com so we can directly address the problem to them.
If you have a sales or billing-related question:
If you are interested in opening an account or learning more about our products, please visit www.getthru.io/get-started or send specific questions to firstname.lastname@example.org. If you already have an account and have a billing-related question, such as billing rates or prepay status questions, please email email@example.com. You can send usage questions to firstname.lastname@example.org.