Documentation
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 panel.
Ticket Categories
Choose the category that best describes your request:
- Bug - Something isn't working as expected
- Suggestion - Feature requests or improvement ideas
- Question - General questions about how to use LeadMachine
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
What We Capture Automatically
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:
- Category - Bug, Suggestion, or Question
- Urgency level - How critical is your issue?
- Description - What do you need help with?
- Screenshot (optional) - Attach an image to illustrate the issue
Viewing Your Tickets
You can view all your submitted support tickets directly in LeadMachine:
How to View Your Tickets
- Click the headset icon in the navigation bar
- Click the "My Tickets" tab at the top of the panel
- View your complete ticket history with status, category, and submission date
Ticket List Features
The My Tickets view shows:
- Subject - First line of your ticket description
- Status badge - Current status (New, Testing, Resolved)
- Category badge - Bug, Suggestion, or Question
- Time - When you submitted the ticket (e.g., "2 hours ago")
Status Colors
- Blue - New tickets awaiting review
- Yellow - Testing status (fix implemented, awaiting your verification)
- Green - Resolved tickets
Quick Actions
Click on any ticket in the list to see the full details. The panel remembers your last view, so you can easily switch between creating new tickets and checking existing ones.
Ticket Status Notifications
You'll receive automatic notifications when your support ticket status changes:
Testing Status
When our team has implemented a fix and it's ready for you to test, your ticket will move to Testing status. You'll receive:
- In-app notification - A notification badge will appear in LeadMachine
- Push notification - If you have the PWA installed with notifications enabled
The notification will say "Your support ticket is now being tested" with the ticket title.
Resolved Status
When your ticket is fully resolved, you'll receive:
- In-app notification - Confirming your ticket has been closed
- Push notification - Instant alert on your device
The notification will say "Your support ticket has been resolved" with the ticket title.
Clicking Notifications
When you click on a support ticket notification:
- LeadMachine opens with the support panel visible
- The "My Tickets" tab is automatically selected
- You can see your ticket status and history
If you're not satisfied with the resolution or the issue returns, simply submit a new ticket referencing the original issue.
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
Writing a Good Support Ticket
The more details you provide, the faster we can help! Include:
- What you were trying to do
- What happened instead
- Any error messages you saw
- Steps to reproduce
- When it started
- What you've already tried
Attaching Screenshots
Screenshots are incredibly helpful for our support team to understand and diagnose issues quickly.
How to Attach a Screenshot
- Click the "Choose File" button under "Screenshot (optional)"
- Select an image from your device
- A preview will appear showing your selected image
- Click Remove if you want to choose a different image
- Submit your ticket - the screenshot will be attached automatically
Supported Formats
- JPG/JPEG - Standard photos
- PNG - Screenshots with transparency
- GIF - Animated or static images
- WebP - Modern web format
File Size Limit
Maximum file size is 5MB. If your screenshot is too large, try:- Cropping to show only the relevant area
- Using a screenshot tool that compresses images
- Saving as JPG instead of PNG for photos
Tips for Good Screenshots
- Capture the whole screen if context helps
- Highlight the problem area using your screenshot tool's annotation features
- Include error messages if they appear
- Avoid sensitive data - blur or crop out passwords, personal info, etc.
Reporting Issues from Error Pages
If you encounter a 404 (Page Not Found) or server error page, you can report the issue directly:
- Click the "Report Issue" button on the error page
- The error context (URL, time, referrer) is automatically captured
- Add any additional details about what you were trying to do
- Click "Submit Report" to create a support ticket
This helps us identify broken links, missing pages, or server issues quickly.
Other Ways to Get Help
Documentation
Visit the Documentation section (Help menu) to browse:
- Getting Started guides
- Feature documentation
- Integration setup guides
- FAQs
Feature Requests
Have an idea for a new feature? We'd love to hear it! Submit a ticket with:
- Category: Suggestion
- 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
- Choose the appropriate category (Bug, Suggestion, Question)
- Attach screenshots to show the issue visually
- 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
Frequently Asked Questions
How do I know if my ticket was received?
You'll see a success message immediately after submitting. Your ticket will also appear in the "My Tickets" tab.
Can I check the status of my ticket?
Yes! Click the headset icon and go to "My Tickets" to see all your tickets with their current status.
What if my issue is really urgent?
Choose "Critical" urgency and we'll prioritize it immediately. For true emergencies outside business hours, email [email protected] with URGENT in the subject.
Can I update my ticket after submitting?
Submit a new ticket referencing the original issue, or reply to any email notification you received about the ticket.
What's the difference between Bug, Suggestion, and Question?
- Bug: Something is broken or not working correctly
- Suggestion: Ideas for new features or improvements
- Question: Help understanding how to use existing features
Thank you for using LeadMachine! We're committed to providing excellent support and helping your business succeed.