Summary: Reviews how to contact MineralTree support and how to easily manage your support tickets.
The article covers the following topics:
When To Contact Support
MineralTree support is a resource available to you with your MineralTree subscription. You should contact support if you are having issues using MineralTree or have questions on technical aspects of the product. MineralTree support is available from 8:00am - 8:00pm ET Monday through Friday.
How To Contact Support
There are a few methods in which to contact support depending on the complexity and severity of your issue along with your personal communication preference.
Start A Live Chat
Chat is the quickest way to get in touch with a live person. When you sign into MineralTree you will see a help button on the bottom left of the screen.
When you click on the help button, it will open up a chat window. From there you can click "Get In Touch" and If someone is available, you can chat with them live. You can also ask a question and our AnswerBot will attempt to answer using relevant knowledge base articles.
If no one is available you'll have the opportunity to open a ticket right from the chat box.
Open A Ticket
The best way to open a ticket is through MineralTree's ZenDesk portal. You can easily navigate to it by clicking on the question mark when you're signed in and clicking on Customer Support.
Once here, you'll see that you have a few options. If you have a question on MineralTree functionality, you can check the knowledge base for answers by clicking on the magnifying glass. To open a ticket, you'll want to click on Submit a request.
When you submit a request, you'll be asked to fill out a form asking you for more information about your ticket so that we can appropriately route it to get your issue resolved as quickly as possible. If you have multiple tickets, you can manage them all in one place if you have a login.
Call Us On The Phone
You can always call MineralTree support at (855) 672-9669 any time Monday through Friday between the hours of 8:00an - 8:00pm ET. When you call, our support team will open a ticket on your behalf and you will receive an email with the details of that ticket. You are welcome to call in again to get any status updates, or manage your tickets in MineralTree's support portal.
Manage Your Tickets
When you create a ticket through our portal, you can also create a login which will allow you to manage your tickets, respond to questions, or add additional information. If your login and account is set up for it, you can also view the tickets that anyone from your organization has submitted.
Create a ZenDesk Login
You may have had a login created for you during your implementation. If you didn't, you can always create a login in the ZenDesk portal. Click the Sign In button to create a login.
When you do that, you'll be presented with the log in screen. From here if you have a login, you can enter your credentials, but if you don't, you can sign up.
Manage Your Tickets
Once you are logged in, you can manage your tickets in a single place. When signed in, you can see any of your requests along with anything you are cc’d on, the current ticket status, and even filter by the statuses.