Getting Help & Support
Resources for assistance
Need help with Service Envoy? Here are your options for getting assistance.
Self-Service Resources
This User Guide - Comprehensive documentation of all features
The "?" button - On many pages, a small ? button appears in the top bar. Click it to jump straight to the User Guide article for the page you're on. If a page has no article linked to it yet, the button doesn't show.
Training - The Training page holds the videos and documents your own company has uploaded for its team — your procedures, how-tos, and onboarding material.
Contact Support
For issues you can't resolve on your own:
Use the Give Feedback button — the amber button that floats in the corner of every page. It goes straight to the Service Envoy team, and it records which page you were on.
Email support@serviceenvoy.com
Common Issues
Before contacting support, check these common solutions:
Can't log in? - Use Forgot password? on the login page to reset
Never set a password? - If your company created your login without a password, you were emailed an invite link to set your own. The link is good for 7 days. If it expired or never arrived, ask your company's administrator to resend it, or use Forgot password? on the login page.
Missing features? - Check if your subscription plan includes that feature. Your role also controls what you can see — if a page or button is missing, ask your company's administrator.
Page not loading? - Try refreshing the page or clearing your browser cache
Feedback
We're always improving Service Envoy. Share your suggestions and feedback with the Give Feedback button to help us build a better product for you.
If we have a question or an update about something you sent, we'll message you. The message shows in your notifications and arrives by email, and you can reply from either: replying to the email works too. Once your feedback is resolved, its conversation closes and replies aren't delivered. If it still isn't working, reopen it (below); for anything new, use Give Feedback again.
Tracking what you sent
Open My Feedback from the menu under your name (or See what you've sent in the Give Feedback box) to see everything you've sent and where each one stands: Open, In Progress or Resolved. Click a row to read what you sent, our answer once it's resolved, and the whole conversation with Service Envoy. A New reply badge marks anything we've written that you haven't read yet.
Each request has its own number, such as Feedback #42. It shows in the # column and at the top of a request when you open it, with a copy button beside it. Our emails about a request carry the number in the subject, so if you write to us about one, include it and we'll know exactly which one you mean.
Reopening a request
If we marked something resolved and it isn't fixed for you, open it on My Feedback and click Reopen. Tell us what still isn't working; that note goes to us with the request, and it moves back to Open. The link in our "resolved" email takes you straight there. Only the person who sent a request can reopen it.
Company owners and admins see everything their company has sent, so you can tell what a teammate already reported. A teammate's conversation is read-only for you; only the person who sent it can reply or reopen it.