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.
Training Opportunities
View our suite of Training opportunities to find the right fit for you.
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.
Support Office Hours
Join our weekly Support Office Hours on Wednesdays to interact and collaborate with Support team members and other customers. Sign-up on our training calendar here.
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 are auto-assigned to the next available agent.
Assistance for emergency needs is available outside of the business hours listed above.
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.
When should I email?
- The issue is not urgent or time sensitive
For more information regarding email tickets, we have some tips below.
Web Support
Our Web Support team is available to be contacted directly for the following support needs:
- Website maintenance (assistance with CSS or Javascript needs or other additions or changes)
- Website module page integration
- API and SSO
- Email Delivery - SPF, DKIM
- DNS and DNS hosting
- Google Analytics setup
- SEO recommendations
- Security and SSL
Web Support can be contacted at websupport@growthzone.com.
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.
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.
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.
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.