SurveyGizmo Support

Support Hours

When contacting SurveyGizmo Support, consider granting support access into your account. Doing so in advance will save potential back-and-forth and get you a speedier resolution to your question!

SurveyGizmo Support Heroes are here to help you during the following hours:


Email:

Submit a ticket anytime day or night.
Email support is available 24/7

Phone:

Premium Phone Support is available 24/7
Standard Phone Support is available 8am - 4pm MT (Mon-Fri)

Chat:

Currently Offline
Learn More!

How Do I Get Help/Contact Support?

In order to access your help options or to contact support, log in to your SurveyGizmo account and click Need Help in the upper-right corner of the screen. This will provide you with a couple of instant options for help.

Checking Documentation for Help

We suggest trying a quick search of our Documentation & Community databases for the answer to your question. Type in a search term into the provided field and once you click Search or enter, a new tab/window will open with the search results.

The search will scour all SurveyGizmo Documentation sites as well as Community threads:

If you prefer not to search, we have provided a list of Common Questions for this Area (with links to relevant articles) below the search bar. Click on any of the links to open the associated help documentation.

Note: The list of Common Question for this Area is dynamically updated depending on the page that you access Need Help from. If you click on Need Help from the Build tab, you will see a different list of suggestions than if you click on Need Help from the Share tab.

If the help modal has provided you with the answer to your question, click Yes to close the modal and continue working on your survey. If your question has not been addressed by the help content, click No, show additional support options to proceed.

Click No within the Does this solve your problem section will present you with all of the help avenues that are available to your account as well as the estimated wait times for each avenue.

Here, you can once again access our documentation content by clicking Search Documentation. You can also explore our upcoming free webinars and trainings by clicking View Training & Webinars.

Posting on the Community

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 access the SurveyGizmo Community, click Browse Community; to post a question on the Community, click Ask a Question.

The Post 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!

Finally, if you've had no luck finding your answer, reach out to our Support Heroes via chat or email.

Submitting a Support Ticket (Email Support)

You can email us anytime day or night; we'll respond in 1 business day. To send an email click Need Help. If you prefer not to search for an answer, click No, show additional support options.

On the next page, click Submit a Ticket within the Email / Submit a Ticket section.

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
  • Other

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 Customer Support

Live Chat is currently offline. Visit our community post for additional information.

The chat option is available when you are logged into the SurveyGizmo application. During chat hours (8am - 4pm MST), if you wish to chat with SurveyGizmo Support, click Need Help. If you prefer not to search for an answer, click No, show additional support options.

On the next page, click Chat Now within the Chat section.

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.

Allow Chat Message Alerts will be checked by default. Leave this as-is to receive browser notifications when a support agent replies to your chat. Notifications will appear in your browser if you have navigated to another tab or window.

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.

Phone Support

Depending on your account type and user role within that account, different phone support options are available.


Premium Phone Support

Account Administrators on New Team & Enterprise Accounts will have access to one Premium Phone Support (24/7) seat per account.

Additional Premium Support Seats (phone & email) can be purchased by contacting your Account Manager.

Individual Account owners can purchase a Premium Support Seat as an account Add On.


Standard Phone Support

All non-Administrator Users on Team & Enterprise accounts, Individual (Single-User) accounts (with the exception of Basic), and Legacy accounts above Basic will have access to Standard Phone Support (8am - 4pm MT Mon-Fri).


Accessing Phone Support

To access your Phone Support options, click the Need Help option in the upper right of your account. If the suggested help articles do not address your question, click No, show additional support options to navigate to the next page.

Under the Phone Support section you will see a phone number and your access code. Dial the number and provide your access code when prompted to connect with one of our Support Heroes.

Service Notifications

From time to time SurveyGizmo will post service notifications within the Need Help menu, i.e. holiday related service updates.

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 needs. Beyond this, check out our Programming Services; these folks have the scripting chops to help you to achieve what you are looking for!

Premium Support
Available to:
24/7 Phone Support & Priority Email
New Team & Enterprise Account Administrators (additional Premium Support seats can be purchased)
Standard Support
Available to:
Community
(Browse, Ask & Answer)
Everyone
Documentation
Everyone
Live Chat
(8am - 4pm MT)
Mon - Fri
Team & Enterprise Users (non-admin) and Individual Users with the following licenses:
BasicStandardMarket ResearchHR ProfessionalFull Access
Standard Email
(24/7)
Team & Enterprise Users (non-admin) and Individual Users with the following licenses:
BasicStandardMarket ResearchHR ProfessionalFull Access
Legacy Accounts: Basic, Pro, Premier, Enterprise, Enterprise Plus & Dedicated
Standard Phone Support
(8am - 4pm MT)
Mon - Fri
Team & Enterprise Users (non-admin) and Individual Users with the following licenses:
StandardMarket ResearchHR ProfessionalFull Access
Legacy Accounts: Pro, Premier, Enterprise, Enterprise Plus & Dedicated

@plans @grid

Basic Standard Market Research HR Professional Full Access Reporting
Free Individual Team & Enterprise
Feature Included In