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When should I contact Support vs. my CSM?

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Scott Polidoro
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Here at ChurnZero, we are ready and eager to help you succeed. Use this information as a guide for when to lean on your Customer Success Manager and when to contact our Support Team. Happy churn fighting!

When to contact your CSM 
When to contact Support 
Tips for Submitting Support tickets 

When to contact your CSM

Locate your CSM’s contact information in your ChurnZero in-app Success Center

Strategy and Goal Setting

  • Helping you achieve your goals.

Best Practices and Recommendations 

  • Tailored to your needs, goals, and based on our knowledge and expertise.

Your Contract and Renewal Info

  • Your current subscription term information, and payment terms.

Customized Training for Your Team

  • Live training session(s) to ensure a smooth rollout.

Feature Add-Ons & Professional Services

  • Skyrocket success with an add-on feature, upgraded edition, or Professional Services package. 

Not sure where to go or what to do?

  • Your CSM is ready to assist and point you in the right direction!


When to contact Support

Email support@churnzero.com 

Product Feature Questions

  • What does this button do?

Basic Guidance on Features

  • How do I enable this Draft Journey? 
  • Why didn’t this Play trigger as expected? 
  • Why did this Alert fire?

Ideas for Product Functionality

  • Here’s a feature enhancement for you to consider!

Documentation Questions and Requests

  • Is there a Knowledge Base article for this feature? I’d like to learn more about it.

Native Integration Sync Questions

  • Can you help me locate an account that should be syncing over from our CRM? I can’t seem to find it. 

Javascript or API Troubleshooting

  • Can you help me understand why this API call is failing?


Tips for Submitting Support Tickets

Our goal is to provide you with a response and a resolution as quickly and thoroughly as possible. Help us do so by including these aspects in your Support Ticket email:

  • Exact contact or account names (and ID’s) that are affected 
  • URLs for specific configurations (Plays, Segments, etc.)
  • Screenshots or videos of the feature/situation

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