Scoured the support centre but still have burning questions? Don’t worry, we won’t leave you hanging! Read this article to learn how to contact our chatbot, or how to log a ticket via the support centre and keep track of your question via the Teamleader Focus support portal.

Use our chatbot

First of all we advise you to ask your question to Tilly, our chatbot! 🤖

Tilly is trained to answer any question you may have about Teamleader Focus, any time of the day. Whether it’s a quick “how do I…” or a more detailed question, Tilly is here to help.
 

You’ll find Tilly by clicking the question mark in the upper right corner of your account and selecting Support.

Don’t worry if Tilly can’t quite answer your question, or if you’d simply prefer to get help from a person. You just need to ask: our support team is always ready to step in.

Find your past conversations with our chatbot by clicking on the question mark > Support > Messages.

Log a ticket via our support centre

Next to using Tilly you can also log a ticket via the support centre, because chances are when you're reading this you're already here ;-).

Log in

First of all, you need to log in once to the support portal:

• Click on the Login button in the top right-hand corner of the support centre

• Fill out your Teamleader Focus credentials; they’ll be remembered next time you visit the support centre

Log a ticket

Have a question you can’t find the answer to in our support centre? Follow these steps:

• Navigate to the button Contact us at the bottom of the support centre and click on it.
  
  

• Fill out the form

  • Filling out a subject will show you some Related articles that might provide a solution to your problem already

  • “How does this impact your business" asks you about the severity of the problem

  • Insert a description. In case of a problem in Teamleader Focus, handy for us to know are the following:

    • Where exactly in Teamleader Focus are you experiencing problems (Calendar, Companies, Contacts, Deals,...)?

    • Do you receive an error message?

    • Are you the only user in the account experiencing the problem?

    • Which browser are you using (Firefox, Chrome, Safari,...)?

    • Since when do you experience the problem?

    • What have you already tried to try and solve the problem?

    • Which actions were you taking when the problem occurred?

  • Add an attachment via Attach a file if needed. The more information we have, the faster we are able to help you!

  • Submit the ticket

• One of our product experts of the Teamleader Focus support team will personally reach out to you and answer the ticket within 24 hours. 

Keep track of your ticket

After you’ve submitted your ticket, you can easily keep track of the status of your ticket via the support portal. Click on your name > Requests in the header of the support centre. Here you find your tickets.

 

Each customer question we receive is called a ticket. Whenever a new question is filed, it gets a unique number and this is your ticket number.

Clicking on the ticket shows you an overview of the conversation. Instead of from your mailbox, you can even answer the ticket from within the support centre itself!

Further questions about our support service? Be sure to check out our support step-by-step guide!