Sending Support Tickets

Overview

If you have a question or encounter an issue, you have two primary options for support:

• Contact your Brand Administrator

• Submit a Support Ticket through Got a Question? in ServiceMinder

ServiceMinder does not provide real-time phone support. Instead, we use a ticketing system to track conversations, document bugs, and collaborate internally. This helps ensure you receive accurate, thoughtful responses—and gives you a clear record to reference later if needed.

For franchisees, submit support requests through the Help section in ServiceMinder whenever possible. The support form collects information about you and your organization that helps route your request through the appropriate support process.

Depending on your brand's support structure, your request may first go to your brand's support team or directly to the ServiceMinder Client Support team. Once a request reaches ServiceMinder Client Support, you can follow the conversation by email or use the ServiceMinder Support Portal to review and manage your tickets.

Submitting a Support Ticket

On Desktop (Web)

1. Click Help! in the main navigation menu.
2. Select the Got a Question? tab.
3. Fill in the form and submit your request.

On the Mobile App

1. Tap the More tab.
2. Find the Support section.
3. Tap Feedback & Support.

Depending on your brand's support structure, your request may first be routed to your brand's support team or directly to ServiceMinder Client Support.

Ticket Details

The Summary becomes the email subject and the Details become the email body. The more details you provide, the better we can support you!

When experiencing a problem, give us the following details:

• What you were attempting to do (schedule, create a proposal, create an invoice, edit something, etc.)
• What happened or what went wrong
• What you expected to happen
• Relevant contact names, proposal or invoice numbers, or other examples
• What device (PC, Mac, iPhone, or Android) or browser you are on (Chrome, Safari, Firefox, etc.)
• Screenshots or other helpful attachments (send those by replying to the ticket email we send you)

For Mobile app-specific issues:

• What device you're using.
• What version of the operating system you're using (i.e., iOS 26 or Android 16)
• What version of our app are you running (found below the Sign Out button on the More tab)?
• When did you first begin to experience this problem?

How to Attach Screenshots

When you submit a support ticket, you'll receive a confirmation email, reply to it with your attachments.

Urgent Tickets

While most support tickets are addressed during regular business hours (Monday–Friday, 8 a.m.–6 p.m. CT), we understand that some issues simply can't wait—especially when they significantly impact your ability to run your business.

If you're facing an urgent issue outside normal support hours, we have a process in place to ensure it gets escalated quickly and efficiently.

What Qualifies as Urgent?

Urgent issues are critical, system-wide problems that prevent your team from operating. Examples include:

• All appointments or calendar data has disappeared

• No users in your organization can log in to ServiceMinder

• The mobile app is crashing for all Service Agents in the field

• Invoices aren't generating or sending correctly across all clients

• A bug is affecting multiple locations or preventing key tasks, such as dispatch or payments

How to Escalate an Urgent Issue

Once your support request has reached the ServiceMinder Client Support team:

1. Add URGENT to the subject of your support request.
   • Example: URGENT – All of my contacts disappeared
2. Locate the reply email sent to the email address that is associated with your ServiceMinder account. This will include the ticket number included with your request.
3. Call our emergency line at 888-493-9995.
4. Let the call center representative know it's an urgent issue and provide your ticket number.

The call center will immediately notify our on-call support staff. From there, a team member will begin investigating and reach out as soon as possible.

What Happens Next?

Once your issue has been escalated:

• A member of our Client Support team will review your ticket promptly.
• You'll receive follow-up through your ticket or by email.
• If needed, we'll engage our developers for further investigation.

Using the ServiceMinder Support Portal

The ServiceMinder Support Portal gives you a central place to review and manage requests with the ServiceMinder Client Support team.

The portal can be especially helpful if you submit support requests frequently or need to keep track of support activity across your organization.

Signing In

Visit the ServiceMinder Support Portal and enter the email address associated with your ServiceMinder account.

You'll receive a one-time login code by email, so there's no separate Support Portal account or password to create.

If your email address is associated with multiple accounts, you'll be able to select the appropriate workspace after signing in.

Viewing Your Tickets

From the Support Portal, you can:

• View and search your ServiceMinder support tickets*
• See the status and latest updates for a ticket
• Open a ticket to review the full conversation
• Respond directly to an existing ticket
• Review your recent support history

*By default, the portal displays tickets from the past year. The tickets you're able to see may vary based on your portal permissions. Some users may only see requests they've submitted themselves, while users with broader permissions may be able to view support activity across their organization.

Response Time and Resolution

Our goal is to respond to every support ticket in a timely and thoughtful way. That said, a few factors can affect how quickly you’ll hear back and how long it might take to fully resolve your issue.

When can you expect a response?

If your ticket is routed directly to the ServiceMinder Client Support team, we aim to respond within 8 business hours of submission. In most cases, you’ll hear from us the same day, especially for straightforward questions or clearly described issues.

However, during periods of high volume (such as after a holiday or product release), responses may take a bit longer. We appreciate your patience as we work through each ticket with care and attention.

If your brand has opted for a support structure where tickets first go to your Brand Admin or internal operations team, their response times may vary based on their availability and workflow. In those cases, the Brand team may escalate to ServiceMinder if the issue requires our involvement.

What affects resolution time?

Some tickets can be resolved quickly with a bit of guidance or a small setting adjustment. Others (especially those involving complex workflows, integrations, or potential bugs) may take longer to investigate.

Several factors can influence how long it takes to get a complete answer or fix:

• The complexity of the issue or how specific it is to your organization’s setup
• Whether additional context or clarification is needed from your team
• The need for investigation by our development team (in cases of bugs or technical errors)
• Periods of high ticket volume, such as after holidays, product updates, or seasonal onboarding cycles, may also extend resolution times as we prioritize and work through requests in the order they’re received

Best Practices

Fridays & Holidays

• If our office is closed for a Holiday, expect slightly longer wait times for assistance.

• Tickets submitted later in the day on Friday may not be addressed until the following Monday. We recommend submitting important requests earlier in the week when possible.

Coordinating with Brand Admins

• Duplicate tickets from both Brand Admins and Owners can lead to confusion and delays.

• Either Brand Admins should always submit tickets for Owners, or Owners should always submit their own tickets.

  • Decide which practice is best for your team and maintain that plan consistently.

  • The user submitting the ticket should CC any other parties that need to be included in the conversation.

 Onboarding & Client Success Managers

Each brand has one assigned Onboarding Specialist or Client Success Manager. They work with multiple brands and are not available for individual franchisee support. To ensure a timely response, franchisees should not contact their Onboarding or Account representative directly unless instructed otherwise. All requests should go through support tickets or the brand team.

Troubleshooting

I have not received a response within the business day.
If you’re waiting on a response, we recommend replying directly to your ticket confirmation email to request a follow-up. We’re a small but dedicated team handling dozens of support tickets each day. While our goal is to respond within one business day, there may be occasional delays during periods of high volume or when addressing more complex issues. We appreciate your patience and remain committed to providing excellent support to all brands and users.

My ticket was closed, but the issue isn't resolved.

We will typically close a ticket if we have not received a response from you after two business days. If your ticket was closed due to inactivity, you can reply to the email to reopen it anytime.