Audience: Everyone
Summary:This article explains how to contact MineralTree Support and how to manage your support tickets easily.
The article covers the following topics:
When To Contact Support
MineralTree Support is included with your subscription. You should contact support if you're having trouble using MineralTree or have questions about how it works. Support is available Monday through Friday, from 8:00 AM to 8:00 PM ET.
How To Contact Support
You can reach support in different ways depending on how urgent your issue is and how you prefer to communicate.
Start A Live Chat
Chat is the quickest way to get in touch with a live person. When you sign into MineralTree you will see an icon on the bottom left of the screen.
When you click the icon button, a chat window will open. From there, you may select "Get In Touch" to initiate a live conversation, provided an agent is available. Alternatively, you may submit a question, and our AnswerBot will attempt to assist you by referencing relevant articles from our knowledge base.
If no one is available, you will have the option to submit a support ticket directly from the chat window.
Open A Ticket
You can also submit a ticket through MineralTree’s support website portal called ZenDesk. After signing in, click the question mark icon and click "Customer Support" from the menu to proceed.
You'll need to create a separate support login to gain access to MineralTree Support.
When you open the support portal, you’ll see a few options. If you have a question about how MineralTree works, click the magnifying glass to search help articles. To send a support request, click “Submit a Ticket.”
After you click submit a ticket, you’ll be asked to fill out a form with more details about your issue. This helps us send your ticket to the right team so we can solve it quickly. If you have more than one ticket, you can manage them all by logging into the support portal.
Call Us On The Phone
You may contact MineralTree Support at (855) 672-9669, Monday through Friday, between 8:00 AM and 8:00 PM ET. When you call, a member of our support team will create a ticket on your behalf, and you will receive an email with the ticket details. You are welcome to call again for status updates or manage your tickets directly through MineralTree’s support portal.
Manage Your Tickets
When submitting a ticket through our portal, you have the option to create a login. This will enable you to manage your tickets, respond to inquiries, and provide additional information as needed. If your account is configured accordingly, you may also view tickets submitted by other members of your organization.
Manage Your Tickets
Once logged in, you can manage all of your support tickets in one centralized location. You will be able to view your submitted requests, any tickets on which you are copied, and the current status of each. Additionally, you can filter tickets by status to easily track progress and updates.