Getting Support

You may report support issues from within the application or access additional support options, including the Virtual Classroom and the Knowledge Base.

 

Tip: Are you looking for information about Constant Contact’s Email and Digital Marketing product? This article is for Constant Contact’s Lead Gen & CRM product. Head on over to the Email and Digital Marketing articles by clicking here. Not sure what the difference is? Read this article.

---

Article Contents

• Lead Gen & CRM Support Information
• Submitting a Support Case
• Schedule a Meeting
• Chat with an Agent
• Virtual Classroom
• Knowledge Base
• System Status
• Customer Satisfaction Surveys

 

Users:

Administrators	✓
Company Managers	✓
Marketing Managers	✓
Sales Managers	✓
Salespersons	✓
Jr. Salespersons	✓

Lead Gen & CRM Support Information

Lead Gen & CRM Support is available Monday to Friday from 8:00 AM to 6:00 PM (Eastern Time). During normal operating hours, Lead Gen & CRM Support will often respond within an hour of your initial support request. However, if support requests are made after hours or over the weekend, it may take up to 72 hours to receive support.

You can receive support in the following ways: 

Submitting a Support Case

You can submit a case to receive support with an issue you may be experiencing in the application. Before submitting a case, check the Knowledge Base, as the resolution for your issue may already be available. 

To file a support request, do the following:

1. Click    User Menu > Get Support in the top toolbar. 
   
   
   

    

2. Click I Need Help With....  and select the general component of Lead Gen & CRM where you are experiencing the issue in the drop-down menu that appears.
   
   
   

    

3. Complete the form with the necessary information. Click Send Support Ticket.
   
   Note: When an attachment is uploaded successfully, you'll see a checkmark next to "Choose File(s)".
   
   
   
   
4. Once your case has been submitted, you will receive a response from the support team via email. Track the status of submitted cases from the Open Support Requests tab. 
5. See replies to your cases from support representatives by clicking Show Replies. You may also reply to any messages using the text field. 
   
   
   

Virtual Classroom

Lead Gen & CRM offers an online Virtual Classroom, designed to educate you and your team on marketing automation features. Our library of Lead Gen & CRM courses is designed to help you learn how to use your account and get the most out of it.

Click    User Menu > Virtual Classroom in the top toolbar to access the Virtual Classroom. Visit the Lead Gen & CRM Virtual Classroom homepage for more information.

Knowledge Base

Lead Gen & CRM offers self-guided learning through our extensive Knowledge Base of articles and guides. Find step-by-step instructions, best practices, and more!

Click   User Menu > Help Docs in the top toolbar to access the Knowledge Base.

System Status

Go to status.sharpspring.com to see Lead Gen & CRM's system status; get an in-depth look at its current and recent status.

You can also access this in-app through the System Status and Uptime Report link at the bottom of the application.

Customer Satisfaction Surveys

Once the case is resolved, you will receive a customer satisfaction survey (CSAT) via email. The CSAT includes a simple yes-or-no question about whether you were satisfied with the help you received for your ticket.

Only those who submit cases can access the respective CSAT.