{"id":13634,"date":"2026-05-05T10:30:00","date_gmt":"2026-05-05T08:30:00","guid":{"rendered":"https:\/\/planfix.com\/blog\/?p=13634"},"modified":"2026-09-26T06:26:53","modified_gmt":"2026-09-26T04:26:53","slug":"how-to-reach-out-to-support-team","status":"publish","type":"post","link":"https:\/\/planfix.com\/blog\/video\/how-to-reach-out-to-support-team\/","title":{"rendered":"How to Contact Planfix Support and Your Integrator"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">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 <a href=\"https:\/\/planfix.com\/support\/\">all Planfix support options<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Reach Out to Support Team | Step-by-step Guides\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/goF_YuhGaJM?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">What you\u2019ll learn about Planfix customer support<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Submit a support request from the Planfix Help Center (0:00).<\/li>\n\n\n\n<li>Fill in the Name and Description fields so the Support Team understands the problem right away (0:10).<\/li>\n\n\n\n<li>Find the reply in Chronicle and keep the whole discussion in one task (0:20).<\/li>\n\n\n\n<li>Track your ongoing and completed support requests (0:33).<\/li>\n\n\n\n<li>Contact your integrator directly with the same support request (0:39).<\/li>\n\n\n\n<li>Create one request per question, as the video\u2019s pro tip advises (1:02).<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">How to contact Planfix support, step by step<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1. Open the Planfix Help Center<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click the <strong>question mark<\/strong> icon in the top right corner to open the Help Center. The same panel also includes <strong>Events and incidents<\/strong>, which shows why a service is or was unavailable, so it\u2019s worth a look if something stops working.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2. Submit a support request<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Go to the <strong>Support<\/strong> section and select <strong>Message<\/strong>. State the problem in the <strong>Name<\/strong> field and give the details in the <strong>Description<\/strong> field. Attach screenshots if needed and send the request.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3. Read the reply in Chronicle<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The answer from the Support Team arrives in your <a href=\"https:\/\/planfix.com\/features\/chronicle\/\">Chronicle<\/a>. Click the notification to open the support message.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4. Keep the conversation in the task<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019 requests, take a look at <a href=\"https:\/\/planfix.com\/teams\/help-desk\/\">Planfix help desk software<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 5. Track the status of your support requests<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">To view ongoing and completed requests, open the Help Center and go to the <strong>Support<\/strong> section.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to contact your Planfix integrator directly<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The second part of the video covers teams that work with an integrator. Your integrator is usually one of the <a href=\"https:\/\/planfix.com\/help\/Partner_program\">certified Planfix partners<\/a>: 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:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>click the question mark;<\/li>\n\n\n\n<li>go to the <strong>Support<\/strong> section and select <strong>Message<\/strong>;<\/li>\n\n\n\n<li>choose <strong>Question about Planfix functionality<\/strong>;<\/li>\n\n\n\n<li>fill in the details and submit the request.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">No integrator yet, but you need an expert setup? Planfix partners handle custom design, automation and onboarding, so you can <a href=\"https:\/\/planfix.com\/implementation\/\">order Planfix implementation<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to write a support request that\u2019s easy to answer<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>One question per support request:<\/strong> the video\u2019s pro tip (1:02) is to create a separate request for each question, so every question is easier to track and to answer.<\/li>\n\n\n\n<li><strong>A descriptive name:<\/strong> \u201cQuestion\u201d, \u201cProblem\u201d or \u201cHello\u201d are too vague, while \u201cScript not running when task field is modified\u201d tells the Support Team where to look.<\/li>\n\n\n\n<li><strong>A complete description:<\/strong> 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.<\/li>\n\n\n\n<li><strong>Links that still work:<\/strong> don\u2019t delete items you\u2019ve shared links to, or the Support Team can\u2019t trace the issue in the technical logs.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For filters, planners, scripts, email processing rules and loading errors, the <a href=\"https:\/\/planfix.com\/help\/Planfix_support\">Support Team standards<\/a> list exactly which screenshots to attach.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">FAQ<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Can I call Planfix support by phone?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. Planfix Support doesn\u2019t 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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I submit a support request from the Planfix mobile app?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. Open the <strong>More<\/strong> menu and select <strong>Submit a support request<\/strong>. Type the question in the <strong>Name<\/strong> field, describe the issue in the <strong>Description<\/strong> field, attach files if needed and tap <strong>Create<\/strong>. The request automatically includes technical data about your device and appears in Planfix as a regular task you can comment on.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can clients or contractors in my account contact Planfix support?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. External users, such as clients, contractors or freelancers you\u2019ve given access to your account, cannot contact Planfix Support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Send your next question from inside Planfix<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Next time you get stuck, click the question mark, send one request per question and look for the reply in Chronicle. New to Planfix? <a href=\"https:\/\/planfix.com\/signup\/\">Sign up<\/a> to try it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This video was featured in <a href=\"https:\/\/planfix.com\/blog\/news\/whats-new-in-planfix-april-2026\/\">What\u2019s New in Planfix: April 2026<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to contact Planfix support from your account: send a request in the Help Center, get the reply in Chronicle and reach your 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04:26:42","updated":"2026-09-26 05:11:47","ai":null,"breadcrumb_settings":null,"seo_analyzer_scan_date":"2026-09-26 04:27:50"},"aioseo_breadcrumb":"<div class=\"aioseo-breadcrumbs\"><span class=\"aioseo-breadcrumb\">\n\t<a href=\"https:\/\/planfix.com\/blog\" title=\"Home\">Home<\/a>\n<\/span><span class=\"aioseo-breadcrumb-separator\">&raquo;<\/span><span class=\"aioseo-breadcrumb\">\n\t<a href=\"https:\/\/planfix.com\/blog\/category\/video\/\" title=\"Video\">Video<\/a>\n<\/span><span class=\"aioseo-breadcrumb-separator\">&raquo;<\/span><span class=\"aioseo-breadcrumb\">\n\tHow to Contact Planfix Support and Your Integrator\n<\/span><\/div>","aioseo_breadcrumb_json":[{"label":"Home","link":"https:\/\/planfix.com\/blog"},{"label":"Video","link":"https:\/\/planfix.com\/blog\/category\/video\/"},{"label":"How to Contact Planfix Support and Your 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