Our Help Centre is filled with all the answers and steps you need to use Trail. Sometimes you might want to get in touch so we've made it super easy.
Just click the chat icon in the bottom right and we'll help you out.
Who do I ask for help?
All customers are entitled to our Help Centre, support bot and an initial onboarding call to run through the app and answer any initial questions.
Our Support team will help you with:
Questions about how the app works
Questions about integrations
Bugs and issues
Arranging onboarding calls
For invoicing/billing questions, please reach out to email@example.com for assistance from our Accounts team.
Every Standard company with 20+ sites is introduced to a Customer Success manager who will help with:
Setting the Champion up on the start
Getting the most out of Trail - eg. ideas tasks and best practice
Subscription and billing questions
Admin users are the highest level users in a company and are responsible for:
Training the teams who'll be using Trail
Providing appropriate hardware
Managing task content & schedules
Creating sites & set dates to go Live
Inviting other admins, managers & teams
Responding to site requests
If a user asks Support for something that should be directed to an Admin, we will point them towards the most appropriate Admin (or Champion) so they can continue the conversation over email internally.
What are the support hours?
9am to 6pm, Monday to Friday.
An out of hours support team is also on hand for emergencies.
Don't feel like chatting? Email us at firstname.lastname@example.org instead.
We don't offer phone support - it's a digital world 😉
We operate within the UK time zone but our support team are on on hand to give the same level of service no matter where you’re based.
This Help Centre is filled with all the answers and steps you need to use Trail. We also offer 24/7 support with our Intercom bot, which is able to answer most queries.
Anything that it can’t, we’ll pick up over the following 24 hours during the week, or before the end of Monday for weekend queries.
An out of hours support team is also on hand for emergencies and feel free to email us at email@example.com too.