How to Contact Planfix Support and Your Integrator
If you already have a Planfix account, you can contact Planfix Support in just a few clicks: you send the request from inside Planfix, and the reply comes back to you there. This 78-second video shows how to send a request to the Support Team, where to find the answer and how to reach your integrator the same way. For learning resources, messengers and email, see all Planfix support options.
What you’ll learn about Planfix customer support
- Submit a support request from the Planfix Help Center (0:00).
- Fill in the Name and Description fields so the Support Team understands the problem right away (0:10).
- Find the reply in Chronicle and keep the whole discussion in one task (0:20).
- Track your ongoing and completed support requests (0:33).
- Contact your integrator directly with the same support request (0:39).
- Create one request per question, as the video’s pro tip advises (1:02).
How to contact Planfix support, step by step
Step 1. Open the Planfix Help Center
Click the question mark icon in the top right corner to open the Help Center. The same panel also includes Events and incidents, which shows why a service is or was unavailable, so it’s worth a look if something stops working.
Step 2. Submit a support request
Go to the Support section and select Message. State the problem in the Name field and give the details in the Description field. Attach screenshots if needed and send the request.
Step 3. Read the reply in Chronicle
The answer from the Support Team arrives in your Chronicle. Click the notification to open the support message.
Step 4. Keep the conversation in the task
Every support request is a task. The Support Team receives it in its own Planfix account and can bring a specialist from another department into it. All discussion of your request stays in that task, which you open from the Chronicle notification. Once your question is resolved, complete the task. Planfix runs its own customer support this way; for your own clients’ requests, take a look at Planfix help desk software.
Step 5. Track the status of your support requests
To view ongoing and completed requests, open the Help Center and go to the Support section.
How to contact your Planfix integrator directly
The second part of the video covers teams that work with an integrator. Your integrator is usually one of the certified Planfix partners: companies or users who pass a test for a Planfix Partner Certificate and then provide product training, configuration and implementation. You reach them with the same support request:
- click the question mark;
- go to the Support section and select Message;
- choose Question about Planfix functionality;
- fill in the details and submit the request.
As with support requests, the answer arrives in your Chronicle. Your partner receives the question in their own Planfix account or by email. Planfix Support can also forward a question to your partner and backs partners up on complex questions, but the main line of communication is meant to be between you and your partner.
No integrator yet, but you need an expert setup? Planfix partners handle custom design, automation and onboarding, so you can order Planfix implementation.
How to write a support request that’s easy to answer
With any product, a support ticket is easier to answer when it is focused and complete. In Planfix, your ticket is a support request, and these rules come from the video and from the Support Team:
- One question per support request: the video’s pro tip (1:02) is to create a separate request for each question, so every question is easier to track and to answer.
- A descriptive name: “Question”, “Problem” or “Hello” are too vague, while “Script not running when task field is modified” tells the Support Team where to look.
- A complete description: describe the problem in detail, add screenshots and a link to the task, contact, filter or other object where it happened, plus the full name of the user who found it or a link to their user card.
- Links that still work: don’t delete items you’ve shared links to, or the Support Team can’t trace the issue in the technical logs.
For filters, planners, scripts, email processing rules and loading errors, the Support Team standards list exactly which screenshots to attach.
FAQ
Can I call Planfix support by phone?
No. Planfix Support doesn’t use voice channels: text and images make it easier to hand a conversation to another employee and to record the results automatically. Besides the in-app request, you can write via Facebook Messenger, WhatsApp, Viber, the Telegram bot @PlanfixComSupportBot or email at support@planfix.com.
Can I submit a support request from the Planfix mobile app?
Yes. Open the More menu and select Submit a support request. Type the question in the Name field, describe the issue in the Description field, attach files if needed and tap Create. The request automatically includes technical data about your device and appears in Planfix as a regular task you can comment on.
Can clients or contractors in my account contact Planfix support?
No. External users, such as clients, contractors or freelancers you’ve given access to your account, cannot contact Planfix Support.
Send your next question from inside Planfix
Next time you get stuck, click the question mark, send one request per question and look for the reply in Chronicle. New to Planfix? Sign up to try it.
This video was featured in What’s New in Planfix: April 2026.
