Who is the Support team?
We’re a team of Funnel product experts dedicated to delivering a helpful, human support experience. While your first reply might come from our support bot, a real person is always close behind, ready to help.
What can I expect from the Support team?
We’re here to answer your questions about Funnel as quickly and thoroughly as possible. Response and resolution times vary depending on the nature of your request and collaboration with other teams, but we always aim to move efficiently.
Here’s what we focus on to help you best:
Providing tailored technical troubleshooting. We specialize in helping with technical issues and advanced Funnel use cases.
Following up promptly during business hours. We work Monday through Friday during regular office hours to ensure timely assistance.
Collaborating across teams when needed. If your inquiry involves another department (like billing or product training), we’ll guide you to the right experts.
Ensuring GDPR-compliant support. For EU customers on the EU instance, our EU-based support team will assist you directly.
How do I submit a request?
The quickest way to get in touch with the Support team is through our in-app support - just click the speech bubble icon in the top bar menu, that will open a Support window where you can add all necessary information.
You’ll be asked to choose a category and answer a few guided questions for us to be able to help you faster.
How can I make my request go smoothly?
To help us resolve your issue quickly:
Include full-screen screenshots showing your complete UI (especially date ranges) to give us full context.
Provide detailed explanations. Let us know what you've tried already and include any relevant background information.
Submit one topic per request. This helps us keep each conversation focused and clear.
Can I share feedback?
Absolutely - we value your input. After your case is resolved, you’ll receive a short Customer Satisfaction (CSAT) survey. Your feedback helps us improve your support experience.
If your feedback is about the product itself or a feature you'd like to see, include as much detail as possible about your use case. You can share it with us directly or through your Customer Success Manager (CSM), if you have one.
To request new fields for a Funnel core connector, follow the process outlined in this help article, under the “How to request new data for a Core Connector” section.
Need to close a ticket or check on a past one?
To cancel a request, just reply in the conversation and we’ll close it for you.
To find closed tickets, check the transcript sent to your email or review past tickets and message history in the Tickets section of the Support chat.