Drift works rather well, but some times there are instances where you might need a little extra hand or need to speak with our support staff. In this article, we'll go over all the avenues available for you to get some support for any area of Drift.
In this article we'll go over the following:
- How to contact support via email
- How to contact support in Drift
- How to chat in with support
- What should be submitted with a ticket
- How to check the status of your support tickets
- How to connect with other Drift users
- How to submit high priority issues
Contacting Support Via Email
To contact support, you can email us at firstname.lastname@example.org.
Contacting Support in Drift
To contact support while using Drift, click the question mark on your navigation bar. In the following pop up you'll be able to search our help center, find a training, chat with a member of the Drift team, submit a help request, view your help request, and check out Drift's status.
If using the Drift Desktop App v. 1.5.3 (Available here) you'll click the question mark on your navigation bar, and then select Help request.
Once selected you'll be routed to your default browser where you can then contact support using the same options listed above.
How to Chat in with Support
To chat in with support, simply click the question mark in the navigation menu and select chat with us. When using this option you'll be able to ask a product question or report an issue, submit a feature request, address a billing question, or even create a support ticket.
What Should be Submitted With a Support Ticket
Our team is here to help answer questions and resolve your issues as fast as possible but we could use a little help. In order to get the fastest resolution time possible, it's helpful to include the following information:
- Links (URLs) to the area we need to troubleshoot (conversation links, playbook links, settings pages, etc.)
- Steps to reproduce the issue - if you can guide us to the problem it helps us to find what caused it if we can recreate it
- Pictures speak a thousand words! Screenshots or videos are really helpful (if you don't already have Drift Video you can get it here)
How to Check the Status of a Support Ticket
To check the status of a support ticket, simply select the question mark on the navigation bar, and then select view your help request.
From here you'll be able to view the status of your previous help request, and also submit a new request by selecting Submit a help request on the top right hand side of the screen.
Additionally, while viewing gethelp.drift.com you can select Service Tickets to view your request.
How to Connect with other Drift users
Sometimes you may want to just connect with our staff or brain storm ideas with other users or even view some training material. You can do this all via our Drift Community forums. From this page you can browse and comment on any topic listed, or start a new one. Simply click the New Discussion button to post a new thread and start engaging with our staff and users.
How to Submit High Priority Issues
Sometimes a matter comes up that you want to make sure gets addressed as soon as possible. The best way to reach someone directly is via chat in-app outlined above. Let our support team know the issue is urgent, why it's urgent and what it is impacting so we can help support you as quickly as possible.
|Critical||Issue affecting entire system or single critical production function; system down or operating in a materially degraded state; data integrity at risk; widespread access interruptions.|
|High||Material component failure that materially impairs its performance.|
|Medium||Operating with minor issues affecting a few users which can be addressed with a reasonable workaround.|
|Low||An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; or a bug affecting a small number of users.|
Support Method and Availability
|Interaction Model||Origination Method||Response Method||Support Availability|
Customer chats into support
|Ticket||Customer issue is not resolved through chat experience||
M-F 8AM - 8PM, in local time zone
|Customer submits a helpdesk ticket via the Drift application|
Customer emails email@example.com
|Customer submits a helpdesk ticket via chat|
|Customer submits ticket via ticket form|