Support

We’re here to help whenever you run into issues with Drip CRM. Below are the different ways to get assistance, along with response times and escalation paths.

📨 Email Support

• Contact us at support@dripcel.com.

• Include as much detail as possible:

  • A short description of the issue.

  • Screenshots or screen recordings.

  • The steps you took before the error occurred.

• Response time: Within 24 business hours.

💬 Live Chat

• Available inside your Drip CRM dashboard (bottom-right widget).

• Chat directly with a support agent during business hours.

• If no agents are online, you can leave a message and receive a reply by email.

• Response time: Immediate when online, or within 12–24 hours if offline.

📚 Documentation

• This Drip CRM Documentation is always available and updated regularly.

• Use the search bar to quickly find answers.

• Each module includes step-by-step guides and troubleshooting tips.

🧑‍🤝‍🧑 Community & Training

• Access our user community to learn best practices and share strategies.

• Attend weekly onboarding webinars to learn the platform basics.

• Join advanced training sessions for deep dives into automations, campaigns, and integrations.

🚨 Escalation Path

If your issue is critical (e.g. platform downtime, payment processing failures):

1. Open a priority support ticket via live chat or email with “URGENT” in the subject line.

2. These tickets are automatically escalated to senior support staff.

3. Response time: Within 4 business hours.

✅ Best Practices When Requesting Support

• Be clear and specific (e.g. “SMS reminders not sending for Calendar A” vs. “reminders broken”).

• Always include the email or phone number of the affected contact if relevant.

• Share the workflow ID, campaign name, or form link if the issue relates to one.

🔔 Status Page

Check the System Status Page (linked inside your dashboard) for real-time updates on outages, scheduled maintenance, or known issues before submitting a ticket.