Something is broken and none of this helped. What should I send you?

You worked through the relevant article in this section and you are still stuck. That happens, some things really can only be seen and fixed from our side. Here is how to reach us, and what to include so we can actually help on the first reply instead of asking you three more questions first.

First, check whether it is just you

When something on our side is down for every customer, we say so in two places: a notice at the top of your dashboard, and our status page, which is linked from the Support page and from the page you see when something goes wrong. If either one already describes your problem, we are working on it and you do not need to report it. Check the status page again for updates.

How to reach us

1. Click Chat with us in your sidebar. The chat opens on the page you are already on. The assistant tries first, and hands you to a person if it cannot help.
2. Or email support@peakifycx.com directly, from the email address on your account if you can, so we can find you quickly.

We reply within one business day, Monday to Friday. If it is actively stopping your business from working right now, a channel is fully down, put the word URGENT in your subject line.

What to include

The single biggest thing that speeds up a reply is specifics instead of "it is broken":

• What you were doing. Which screen, which button, which conversation or contact, as exactly as you can describe it.
• What you expected to happen, versus what actually happened. A message you saw on screen is worth quoting exactly, word for word if you can.
• Roughly when it happened. Even an approximate time helps us find the right record in our logs.
• Which customer or number was involved, if relevant. A phone number, an email address, or a contact's name, so we can pull up the exact conversation or number you mean rather than guessing.
• Whether it is happening to everyone on your team, or just you.

What is not needed

You do not need to attach a screenshot or explain any technical detail about why you think it is broken, a plain description in your own words of what you saw is genuinely more useful to us than a guess at the cause.