Where do I go for Help?
Learn how you can contact 17hats for further help!
Amanda Rae avatar
Written by Amanda Rae
Updated over a week ago

How can I contact 17hats?

If you have any question relating to the 17hats platform, reach out to your Business Support Team by Live Chat or by emailing support@17hats.com

What are your Support Hours?

Your 17hats Business Support Team is available Monday through Friday from 7am - 4pm PST Monday through Friday from 7am - 4pm PST. Our team monitors chats for any urgent matters, but if a message reaches us outside these hours, we'll respond the next business day. 

How do I start a Live Chat?

To reach out to the team by chat, simply log into your 17hats account. You'll see a green chat icon on the bottom right of your account like the image shown below. 

If you're reading an article from our Help Center you can rate the conversation. If you give the article less than a good rating, you'll be connected with our Support Team so we can assist when available. 

How long will it take to get a reply?

While our team does our best to answer all members within a few minutes, when you first reach out to the team you'll see an automated response saying "17hats typically replies in a few hours". As we do have 20,000 active members, there may be times that you have to wait longer than a few minutes for a reply. 

Each message will be responded to in the order it was received. We sincerely appreciate your patience as our team completes the conversations they're currently working on. 

While you're waiting, feel free to browse our Help Center and search by keyword to find articles on the specific subject you have questions on. 

Do you have Phone Support?

Due to the size of our team, we currently do not offer phone support. We have found that live chat and email allows us to provide fast, reliable responses, and that being able to send files and images quickly works well for our particular type of system!

While this doesn't mean we will never call you, we do need to use our primary forms of support first. Please reach out via Live Chat or Email and let our team know what we can assist with, so we can help further. 

What should I include in my message?

To help us get you an answer quickly, give us as much information as possible. Please include your question and any applicable details. A few things you may want to provide:

  1. The Contact and Project name

  2. Any applicable Template name (Email, Document or Workflow)

  3. Quote or Invoice Number

  4. Screenshots or video of what's happening

Any other specifics you provide will help our team review and get you an answer as quickly as possible.

Can I see my previous messages?

Yes! Just click on the Chat icon and click the "See All" button next to your previous conversations

If you'd like to download a specific conversation, please read our How To article by clicking the button below

What's the best way to get started?

We have a few ways to help you get started. 

  1. you can sign up for our free getting started course. Just click here to find out more and get started. 

  2. To go along with that course, we have a new Getting Started Guide in our help center. You can find that by clicking here

  3. Finally, our "Getting Started" education module will take you through, step by step, how to get your account up and running. 

       This is found on your dashboard under the calendar section:

     You'll just need to click the green bar at the bottom labeled "Dive in to make things       easier" to access the education module and get started. 


Other questions? Reach out to our Business Support Team via Live Chat or Email Monday through Friday 7am-4pm PST. 

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