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Getting Help
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Email Support

Getting Support

Need help with LeadMachine? We're here to assist you! Our support team is ready to answer questions, troubleshoot issues, and help you get the most out of your CRM.

How to Submit a Support Ticket

Quick Access

Look for the headset icon (🎧) in the top navigation bar of LeadMachine. Click it to instantly open the support ticket form.

What You'll Need

When you open the support form, we'll automatically capture:

  • Your email address
  • Your company name
  • The page you're currently on (helps us understand context)

    • You just need to provide:

  • Urgency level - How critical is your issue?
  • Description - What do you need help with?

    • Urgency Levels

    Choose the urgency level that best describes your situation:

  • 🟢 Low - General questions, feature requests, or minor issues that don't impact your work
  • 🟡 Medium - Issues affecting your work but with workarounds available
  • 🟠 High - Critical features broken, significantly impacting your productivity
  • 🔴 Critical - System down or major functionality completely unavailable

    • Writing a Good Support Ticket

    The more details you provide, the faster we can help! Include:

  • What you were trying to do
    • - Example: "I was trying to add a new lead from the Leads page"

  • What happened instead
    • - Example: "The form submitted but the lead didn't appear in my list"

  • Any error messages you saw
    • - Copy and paste exact error text if available

  • Steps to reproduce
    • - Example: "1. Clicked 'New Lead', 2. Filled out all fields, 3. Clicked Save"

  • When it started
    • - Example: "This started happening after I updated my profile today"

  • What you've already tried
    • - Example: "I refreshed the page and logged out/in but still seeing the issue"

    What Happens Next?

  • Immediate Confirmation - You'll see a success message confirming your ticket was submitted
  • Team Review - Our support team receives your ticket and reviews the details
  • Response - We'll reach out via email with next steps or a solution
  • Resolution - We'll work with you until your issue is fully resolved

    • Response Times

  • Critical issues: Within 1 business hour
  • High urgency: Within 4 business hours
  • Medium urgency: Within 1 business day
  • Low urgency: Within 2 business days

    • Business hours: Monday-Friday, 9am-5pm EST

    Other Ways to Get Help

    Help Center

    Visit the Help Center from your profile menu (top right) to browse:

  • Getting Started guides
  • Video tutorials
  • Feature documentation
  • FAQs

    • Feature Requests

    Have an idea for a new feature? We'd love to hear it! Submit a ticket with:

  • Urgency: Low
  • Description: Describe your feature idea and how it would help your workflow

    • Tips for Best Results

    ✅ DO:

  • Be specific about what's not working
  • Include screenshots if helpful
  • Mention any recent changes (new browser, updated profile, etc.)
  • Test in a different browser if possible before submitting

    • ❌ DON'T:

  • Submit multiple tickets for the same issue (we're on it!)
  • Include sensitive information like passwords
  • Use ALL CAPS (we promise we're reading carefully!)

    • Contact Information

    Support Email: [email protected] Business Hours: Monday-Friday, 9am-5pm EST Emergency Contact: For critical system-wide outages only

    Frequently Asked Questions

    How do I know if my ticket was received?

    You'll see a success message immediately after submitting. You'll also receive an email confirmation within a few minutes.

    Can I check the status of my ticket?

    We'll keep you updated via email throughout the resolution process. If you haven't heard back within our response time window, feel free to reply to our email.

    What if my issue is really urgent?

    Choose "Critical" urgency and we'll prioritize it immediately. For true emergencies outside business hours, contact our emergency line.

    Can I update my ticket after submitting?

    Yes! Just reply to the email confirmation you received and we'll add your update to the ticket.

    What information do you capture when I submit a ticket?

    For security and troubleshooting purposes, we automatically capture:

  • Your email and company name (from your profile)
  • The URL of the page you were on
  • The date and time of submission

We never capture passwords or sensitive personal information.

Thank you for using LeadMachine! We're committed to providing excellent support and helping your business succeed.