We aim to resolve most issues within a single reply. Choose the channel that fits your situation and include as much context as possible so we can help quickly.
Before you reach out
A little preparation helps us dive straight into the solution.
Grab the basics
Note the screen or URL, the action you were taking, and any error message you saw.
Collect evidence
Screenshots, short screen recordings, or logs help us reproduce the issue on your behalf.
List who’s affected
Tell us if the problem hits all users, a single technician, or one customer—triage becomes much faster.
Support channels
Pick whichever channel matches the urgency of your issue.
Replies within two UK business hours (Monday–Friday, 8am–6pm GMT).
Best for:
Best for troubleshooting, attaching evidence, or sharing logs/CSV exports.
Status page
Live uptime information and incident history.
Best for:
Check before raising issues about performance or availability.
Billing
Finance replies within two UK business hours.
Best for:
Use this when Stripe payments fail, trials expire, or PAT tools report 402 BILLING_SUSPENDED.
Escalate directly from Fin (Intercom)
Fin handles quick answers, but you can hand conversations to humans instantly. Workflows create a Toolfy support case under the hood so ops has full context.
Ask Fin to escalate
In the Intercom widget type “talk to support” or choose the escalate button. Fin marks the conversation as hand-off-only.
Share identifiers
Include your workspace slug (Settings → Subscription), affected job/invoice IDs, and any recent error codes. This data flows straight into the support case.
Upload context once
Attach screenshots or recordings in the same chat. Fin’s custom action creates a Toolfy support case with the transcript so engineers don’t ask twice.
Behind the scenes, Fin calls POST /api/support-cases with the transcript so the support team sees everything in one place. Reply in the same Intercom thread to keep the case updated.
Priority guidelines
Standard
Reply within two business hours.
- Feature questions
- Scheduling or invoice guidance
- How-to support
High
Immediate triage—email with “High priority” in the subject and include screenshots/error IDs.
- Multiple customers can’t pay
- You can’t access the dashboard
- Bookings failing during business hours
Critical
Email and call your success manager (if assigned). We escalate within minutes.
- Complete outage
- Security incident
Information that helps us help you
- Describe what you were trying to do and the exact screen or URL.
- Attach screenshots or short screen recordings when possible.
- Include timestamps, customer names, invoice/job IDs, and any relevant error messages.
- Let us know if the issue affects all users or specific devices/browsers.
- If you saw 402 BILLING_SUSPENDED, mention whether the trial expired or a payment failed so finance can unblock you fast.
Need a quick refresher on product changes? Check the release notes. For urgent financial issues (payouts or billing), copy billing@toolfy.io so both teams see it.