SurveyGizmo Support Heroes are here to help you during the following hours:
8am - 5pm MT (2pm - 11am GMT)
Monday - Friday
Submit a ticket anytime day or night.
Email support is available 24/7
Team & Enterprise Accounts include one phone user
Phone support is available 24/7
Please Note: We have a weekly support training on Tuesdays from 12:45 - 2:15pm and a weekly all-company meeting on Thursdays from 10:15 - 11:45am. We are unavailable via chat during these times.
How Do I Contact Support?
In order to contact support, log in to your SurveyGizmo account and click Need Help in the upper-right corner of the screen.
Checking Documentation for Help
We suggest trying a quick search of our help site for the answer to your question.
If, after searching, you still haven't found what you are looking for, consider asking the community (of other SurveyGizmo users like yourself)! Our users ask the best questions and are full of creative solutions; don't miss out! Get involved! To ask a question in the community, scroll down a bit on the page and click Ask a Question.
This will bring up the Ask form. Enter a Title (this is ideally your question in one sentence), choose a Category where you think your question belongs, and enter your complete question and any additional details in the Description field. Before you post your question, be sure to review our How to ask tab for tips and guidelines for asking questions in the community. When you are all set click Post question.
Note: Make sure you are not posting information that you do not want visible to other SurveyGizmo users (i.e. your personal information, links to your survey/report, etc.).
Be sure to stay logged in or check back later for activity on your question. You'll receive notification alerts within the Help & Community site, as well as, email notifications when other users respond to your question.
When you have received a response that answers your question, be sure to click Select on the response that best answers your question; this will help out other users with the same question!
Emailing a Support Hero
You can email us anytime day or night; we'll respond in 1 business day. To send an email click Need Help then scroll down on the page and click Email Now below the Email Support option (you must access the Help & Community page via the Need Help link within the application in order to see this option).
Start by indicating the area of the SurveyGizmo application you need help with:
- Survey Building
- Survey Themes
- Survey Taking
- Email Invitations
- Viewing Responses
- Reporting & Exporting
- Account Billing
- API/Custom Questions
Next, we ask you "Which survey(s) do you need assistance with?" This helps us to hit the ground running on your issue. You can provide the survey link, title, or IDs.
In the How can we help field? Enter your task or the problem you are trying to solve and click Next.
Indicate how quickly you would like a response:
- I have a question, but no rush!
- I have a question that I need answered quickly!
- Panic Button: I've got an emergency! Help!
As the big pink warning explains, if you would like for our support hero to access your account in order to best help with your request you'll need to give us permission to do so.
Confirm that your description is correct and contains details that will enable our support heroes to help. Also double check the email address that we will reply to and correct it if necessary.
When you are finished, click Submit.
Chatting with a Support Hero
The chat option is available when you are logged into the SurveyGizmo application (you must access the Help & Community page via the Need Help link within the application in order to see this option). During chat hours (8am - 5pm MST), if you wish to chat with a support hero, click Need Help then scroll down on the page and click Chat Now below the Live Chat option.
You will see the following pop-up window:
Note: If you do not see the pop-up window, make sure that you have pop-ups enabled on your browser and try again.
Provide us with your preferred name as well as a brief topic/description of your question or issue. If you haven't already, consider granting support access to your account. This is particularly helpful if you need our Support Team to take a look at your survey. Click Chat Now when you're ready!
After having clicked Chat Now, you will be placed into a queue and the next available agent will assist you!
If at any point, you need a transcript of your chat, click the Save Chat button in the upper-left of your chat window.
New Team & Enterprise accounts will have access to one phone support seat per account. The SurveyGizmo sales team will provide you with the phone number when you activate your account.
Single-User accounts can purchase phone users at $2000 per phone seat.
Legacy accounts can purchase phone seats as well, contact your account manager or email our support team at email@example.com to inquire.
Scripting and Other Out-of-the-Box Customizations
We’re always happy to help you debug any documented script that is used as is. That said, we do not have the resources to write scripts on demand or to debug a customized script.
If you have customization ideas that you haven't figured out how to tackle, we're happy to be a sounding board for SurveyGizmo features and functionality ideas that might meet your customization. Beyond this, you might want to consult with someone on our Programming Services Team; these folks might have the scripting chops to help you to achieve what you are looking for!
|Community (Read, Ask and Answer)||Everyone|
|Email & Chat||Basic Standard Market Research HR Professional Full Access|
|Phone Support||New Team & Enterprise Accounts - One phone user included|