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Help from GrowthZone

GrowthZone provides a range of support options for users to access and begin utilizing as soon as they are ready. Connect with us using the venues below! 

Customer Portal with Knowledge Base

GrowthZone offers an online Customer Portal which is a Knowledge Base of how-to guides, online training videos, and more. Click the link below to access the Portal.  You can also access the Customer Portal directly from the GrowthZone application under the profile area or by navigating to helpdesk.growthzone.com.

GrowthZone Customer Portal

GrowthZone Online User Group Community

Search for GrowthZone User Group on Facebook to join the online community to collaborate with other users or click here to join.

Contact Support

Use one of the following methods to contact us.  Each call, chat and email results in a ticket.

Phone

When should I call?

  • There is an urgent or time sensitive issue
  • The issue is complex and may require a discussion

 

800.825.9171, Option 4

Monday, Tuesday, Thursday and Friday 7:00 am - 5:00 pm CT

If agents are unavailable, voicemail and a callback request are options. Callbacks are a way to hold your place virtually in line and you will receive a call back from an agent at the number provided. Callbacks and voicemails are auto-assigned to the next available agent.

Chat

When should I use Chat?

  • For quick questions

 

Click on the purple bar to the right.

Monday, Tuesday, Thursday 7:00 am - 6:45 pm CT

Friday 7:00 am - 4:45 pm CT

If agents are unavailable or are not able to respond to a chat live, a ticket will be created and you will receive an email response.

Email

When should I email?

  • The issue is not urgent or time sensitive

 

gzsupport@growthzone.com

For more information regarding email tickets, we have some tips below.

Tips for Email Submissions

When submitting an email to gzsupport@growthzone.com or submitting a ticket through the portal, a ticket will be generated automatically by return email. Please consider these items when submitting a ticket:

  • Be as specific as possible – include the report, list or contact name, for example, that you are working with.
  • Include screen shots or videos to show the steps you took so we can easily reproduce.
  • Outline what you are trying to accomplish; if we know the expected results, that helps us provide better solutions.
  • If you couldn’t find the information in the Knowledge Base, let us know.
  • Tickets submitted through the Portal or by email are Medium Priority and handled first in, first out.

Emailed tickets are considered a medium priority and are answered in the order in which they are received. If your issue is urgent or time sensitive, we encourage you to call or chat.

Tickets may also be submitted through the Customer Portal.

 

Priority Levels, Impacts, What To Expect

Below is a description of our ticket priority levels, our recommended venue to contact us if experiencing an issue at that priority level and what to expect should that issue be escalated to our development team.

 

Our Level 1 and Level 2 teams resolve 90% of reported issues.  The chart below is related to only those tickets that require escalation to development.

Pic of Priority Levels - March 2022 - Final Final

Operational & Status Page

GrowthZone offers a status page which outlines the operational uptime and updates on known issues.  Click the link below to view the status page and to subscribe to email updates.

Status Page Link

UserVoice

GrowthZone loves to hear suggestions from customers and uses a tool called UserVoice to capture those requests. You can also access UserVoice directly from the GrowthZone application under the profile area.  If suggestions are submitted, voted or commented on, notifications will be provided when the status of the suggestion changes.

UserVoice

Professional Services 

Connect with our Engagement Team to upgrade your package, purchase customized training or post mini-onboarding services for set-up needs. Learn more at the link below.

Engagement Team