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Senderz has a Help Center built into the product. Open Help Center at the bottom of the sidebar. It holds three things: short in-product guides, your workspace’s support tickets, and a set of frequently asked questions.

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What is on the page

Guides

Fourteen short articles grouped into Getting started, Campaigns, Automations, Contacts, Deliverability and Billing. Search the box at the top or pick a topic. Until you search, only the popular ones are listed.

Your tickets

Every support ticket raised in this workspace, with its reference, topic, date and status.

Frequently asked

Short answers to the questions that come up most, such as resetting a password, changing plan and exporting your data.

Documentation

The Documentation button in the header opens this documentation site in a new tab.

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Opening a ticket

There are two ways in, and they are not identical.
In the Your tickets section, choose New ticket. You get the full form:
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A short line describing the problem. Up to 255 characters.
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One of Getting started, Campaigns, Automations, Contacts, Deliverability or Billing.
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default:"Normal"
Low, Normal or High.
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The detail. Up to 5,000 characters.
On submit you get the ticket reference in a confirmation, and the ticket appears in the list.
Opening a ticket needs the owner, admin, editor or designer role. A viewer can read the workspace’s tickets but cannot raise one.

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What to include

A ticket with the right detail is usually answered in one round trip. A ticket without it costs a day.
  • What you expected and what happened instead. One sentence each.
  • The exact name of the thing. The campaign name, the automation name, the domain, the list.
  • The reference Senderz gave you. A campaign that failed shows a reason on the campaign page. Copy it in.
  • When it happened. A date and rough time is enough.
  • Who it affected. One recipient, one segment, or everybody.
  • An error code if you saw one. Senderz error toasts have a Copy details action that puts the code, the request reference and the timestamp on your clipboard. Paste that in.
Do not paste customer email addresses or phone numbers unless the problem is specific to one contact. If it is, one address is enough.

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Tracking a ticket

Every ticket gets a reference that starts with SUP-. The Your tickets list shows the reference, the topic, the date it was raised and a status badge. Mark resolved on a ticket closes it yourself. Use it when you sorted the problem out and no longer need an answer. Once resolved, the button disappears.
The list shows tickets for the whole workspace, not only the ones you raised. Anyone with access can see what a colleague reported and mark it resolved.

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How a reply reaches you

Senderz replies by email. The reply goes to whoever opened the ticket, and falls back to the workspace owner if that person no longer has an account. When a reply is sent, the ticket moves to Pending. If the reply also closes the matter, it moves to Resolved instead.
There is no message thread inside Senderz. The ticket list shows the status and the original subject, not the conversation. Keep the email, because that is where the answer lives.
Make sure the address on your Senderz account is one you actually read, and that mail from Senderz is not landing in spam. You can see the address under Settings → Profile. It is shown read only, so ask support if it needs changing.

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System status

The Help Center header has a System status button.
That page does not report live service health yet. Do not use it to decide whether something is down. If you think a send, a sync or the dashboard is broken, raise a ticket and say what you were doing when it failed.

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Before you raise a ticket

A few problems have a documented answer and are faster to fix yourself.

Emails not arriving

Usually an unverified sending domain or a missing DNS record.

A campaign says it failed

The campaign page names the reason and what to change.

Contacts did not import

The import report lists every rejected row and why it was rejected.

A store stopped syncing

Most often an expired authorisation. Reconnecting the store fixes it.
Senderz also posts a notice in the bell when a domain, an import, a store connection or a coupon pool needs attention. Check there first. See Notifications.