The knowledge base
Our published guides, grouped into categories. Search runs over the title, the summary and the body of every article, so you can look for the error message you are staring at rather than guessing the topic.
Help with QuickGrow
When something breaks, here is who you talk to.
A knowledge base anyone can read, a ticket you can open and follow without an account, and live chat with our team. This page is about the help you get from us. If you came looking for a way to answer your own customers, that is the shared inbox — there is a signpost to it further down.
No account needed to askFour departmentsTrack a ticket by private link
A ticket, as you see it
TechnicalMy sending domain will not verify
WAITING ON USBillingDoes the platform fee cover both SMS types?
IN PROGRESSGeneralWhere do I set quiet hours?
RESOLVEDDepartmentsGeneral · Billing · Technical · Domains
01Three ways in
Read it, write it, or say it out loud.
Pick whichever suits the question. None of them needs a paid plan, and two of them do not need an account at all.
A ticket
Give an email, pick a department, describe the problem. You get a private link back — keep it and you can read replies and reply again without ever creating an account. Signed in, your tickets are simply listed in your account.
Live chat
Type to a person on our team. Start it as a visitor with a name, an email and a department, or from inside your account, where the conversation stays attached to you and picks up where it left off.
02After you hit send
What actually happens to your question.
Support queues are usually a black box. This one is not complicated, so here it is.
You pick a department
General, Billing, Technical or Domains. It is the only routing decision you make, and it decides which of our people can pick the conversation up.
It joins the queue
A chat goes to whoever is online, covers that department, and currently has the fewest conversations open. If nobody is available it waits rather than bouncing.
Someone takes it
You see the status change from queued to assigned. If that person goes offline mid-conversation, your chat is put back at the front of the queue instead of dying with their session.
The status tracks the ball
A ticket moves through open, in progress, waiting on you, waiting on us, and finally resolved or closed — so you can always tell whose turn it is.
03Tickets
One thread, and you can always find it again.
Opening one
- Subject, description and a department — that is the whole form
- Set the urgency yourself: low, medium, high or urgent
- As a visitor, an email address is all the identity we need
Following it
- A visitor ticket comes with a private link that opens the thread
- The link is the key — without it the ticket cannot be read at all
- Replies from you and from us stay in one thread, oldest first
What you will not see
- Our internal notes on your ticket are never shown in your thread
- You see the tickets you opened, not a colleague’s
- Nothing you write in a ticket touches your contacts or campaigns
04 — Knowledge base
Most answers are already written down.
The knowledge base is public — no account, no paywall, and you can read it before you decide whether to sign up at all. Articles are grouped into categories and each one carries a thumbs up or down, which is how we find out which explanations are not working.
- Search matches the title, the summary and the article body
- Browse by category, or sort by most read, most recent, or most helpful
- Every article ends with a helpful / not helpful vote
- Developer endpoints, headers and examples live in the same place, under API docs
Full-article search Was this helpful?
Live chat · Technicalassigned
Do I need an account to ask something?
No — you are chatting as a visitor right now.
Good. My last email campaign bounced.
I have opened a ticket for it. Here is your private link to follow it.
Queued until someone covering that department is free
Re-queued automatically if your agent drops off
05Looking for something else?
Answering your own customers is a different page.
Plenty of people land here wanting a help desk to run for their own customers. That is not what this is — the tickets and chat above are between you and us. What you want is the shared inbox.
Your customers
Your customers write in on WhatsApp, email and SMS.
They do not open tickets — they message you on whatever they already have open. The shared inbox puts all three channels in one list your whole team works from, with assignment so two people do not answer the same person.
- One conversation list across WhatsApp, email and SMS
- Assign a conversation to a teammate so ownership is obvious
- Inbound SMS lands there too, including STOP and START keywords
06Questions
The ones we get asked most.
Do I need an account to get help?
No. The knowledge base is open to anyone. You can open a ticket with just an email address, and you can start a live chat with a name, an email and a department. An account only changes where your tickets are listed — under your profile instead of behind a private link.
How do I find my ticket again if I never signed up?
When you submit a visitor ticket you get a private link back. That link is the only way into the thread, so save it. Open it any time to read replies and add another message.
What if nobody is online when I start a chat?
The conversation waits in the queue instead of failing. The next person who comes online and covers your department picks up the longest-waiting chat first. If the agent handling you drops off mid-conversation, your chat goes straight back into the queue rather than being lost.
Ask us before you commit.
You do not need an account, a card or a call booked. Search the guides, or send a question and see what comes back.