In order to provide quicker, more efficient support to our clients we have made a few changes to our support process.
Support issues are now handled via our support ticket system. You can submit a new ticket or review old ones in the HelpDesk area. It is linked from the upper right corner of every page when you’re logged in to your account. This way you don’t need to send emails to one, two or more of us directly, your question is automatically routed to an available support person. You can view responses and add details to your tickets from the user interface and you can refer to previously resolved cases.
If you prefer to call us you can reach us by phone as always (416-840-2300 #2) , however, we ask that you submit a ticket first before you call.
Support response times
Fast and knowledgeable support has always been a priority for us. Based on the latest 200 support cases 81% of ticket submitted via the Helpdesk form are resolved within one day and 13% are closed the day after they were created. The remaining 6% requires additional troubleshooting.
Getting started guide
We have recently published a Getting Started Guide for users who need help with basic BetterMail functionality. The guide covers features that our clients ask about frequently such as contact list importing, creating and editing messages, launching email campaigns and basic account configuration settings.