Help, from a person, when you need it
Answers you can find yourself, and people you can reach when you cannot. Here is every way to get help with Intersink, what to send so we can help first time, and how we decide what to look at first.
Six doors, one team
Start with the Help Center for how-to questions. Chat, call backs and tickets need you to be signed in, so we know whose account we are looking at.
Help Center
Search answers or browse by topic: getting started, channels, apps, billing, team and invitations, security and more.
Search the Help CenterGuides and documentation
Longer guides for every part of the platform, for when you want to understand how something works, not only fix it.
Read the guidesChat with supportSign in
For quick questions. Send the business or channel name, or a reference number, and the person helping can look it up. Transcripts are saved to your tickets.
Start a chatRaise an issueSign in
A written ticket with a number, for anything that needs looking into. You can add files to the same ticket as it goes.
Raise an issueRequest a call backSign in
Pick a time and tell us what it is about, so the person who rings has read it first. Calls go to your verified number.
Request a callMy support ticketsSign in
Every ticket and chat transcript in one place, with our replies. Closed tickets stay readable for 12 months.
Open my ticketsCannot sign in at all? Use the contact form and tell us the email on your User ID.
Which one should I use?
Any route reaches the same team. Some just get you there faster.
| If you want to… | Best route | Why |
|---|---|---|
| Learn how to do something | Help Center or guides | Most answers are already written down, and searching one word usually finds them. |
| Ask a quick question | Chat | Fast back and forth, and the transcript is saved to your tickets. |
| Report something broken | Raise an issue | A ticket keeps screenshots, reference numbers and replies together. |
| Sort out a document problem | Raise an issue | Written is usually faster here, because we can look at the file while you read our reply. |
| Talk it through | Request a call back | For anything easier said than typed. We will not discuss passwords or codes on a call. |
| Check whether it is just you | System status | Live health of each service, with updates during any incident. |
| Report a security flaw | Responsible disclosure | Security reports have their own process, kept away from normal tickets. |
| Get hands-on help with a project | Professional services | Setup, migration and training are scoped and quoted, not handled as tickets. |
Help us solve it in the first reply
Issues with a reference number are usually answered in the first reply instead of the third. A few details make all the difference.
- The closest topic. It decides which team reads your message first.
- Which business or channel. We can only look at records for the workspace you name.
- Any reference number. An order, invoice or ticket number, copied from the page.
- What you were doing, what you expected and what happened. Include any message on screen, word for word.
- A screenshot. A full-screen shot including the address bar helps most. PNG, JPG or PDF, up to 10 MB.
Being stuck comes first
When you raise an issue you choose how urgent it is. The top level is kept for people who cannot work or cannot take payments.
Please pick honestly. Marking everything urgent slows down the people who really are stuck.
A question, something odd or something that could be better, but you can carry on working.
It blocks part of your work. One app, one report or one task will not go through.
You cannot work or you cannot take payments. These are read first.
We do not publish response-time promises or service levels today. We would rather answer well than race a clock we have not proved we can keep.
What happens next
You get a ticket number
Straight away, by email and in My support tickets.
A person reads it
Not a script. They read what you wrote and look at the workspace you named.
We reply, or ask for one more thing
You can add files and replies to the same ticket, so nothing is lost between messages.
The ticket closes
When it is solved. It stays readable for 12 months, with the whole conversation.
One ticket per problem, kept in one place.
Chats are saved to My support tickets too, so if a quick question turns into something bigger, the history is already there.
If we need to see something in your business, we will ask you to show us or to share a reference. We can only look at records for the workspace you named in the ticket.
System status
Before you raise an issue, check whether it is already known. The status page shows the health of each service, with updates during an incident and notes on what we changed afterwards. You can subscribe to changes.
Open system statusSecurity reports
Found a vulnerability in Intersink? Please do not raise it as a normal ticket or post it publicly. Our responsible disclosure policy explains how to report it and what to expect from us.
Read the disclosure policySupport plans
Today, every customer gets the same support through the Help Center, with no plans or tiers to choose between. We are working on support plans for businesses that want more, such as a named contact. They are not available yet, and we will not sell them until we are sure we can keep the promises they make.
One email when plans launch. Nothing else.
About support
Is support free?
How quickly will you reply?
What hours can you call me?
Can you fix something inside my business for me?
Will you ever ask for my password?
Where do I report a bug in the API?
Still stuck?
Talk to us. Share the business or channel name and any reference number, and we will take it from there.