ReachStream Support
Tell us what broke. We'll take it from here.
Every ticket lands directly with the ReachStream support engineers — no queue triage bot, no re-explaining your issue to three people. You'll get a ticket number immediately and keep the same thread until it's resolved.
- 1
- business day first response
- 100
- % of tickets tracked to closure
- 4
- priority levels, each with its own target
What we cover
Six things we fix most often
If your issue looks like one of these, mention it by name in your ticket — it routes faster and we'll usually have the diagnostic steps ready.
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Search returns nothing
Filters that should match records but come back empty, or results that look wrong for the criteria you set.
Include the exact filter combination and roughly when you ran it.
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Exports and downloads
Export stuck processing, file arrives empty, truncated row counts, or the wrong columns in the output.
Include the list name and the export's timestamp.
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Credits and usage
Credits deducted unexpectedly, balances that don't match your activity, or questions about how usage is counted.
Include the date range you're querying.
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API and integrations
Authentication failures, unexpected response codes, rate limiting, or records not syncing into your CRM.
Include the endpoint and a failing request ID if you have one.
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Data accuracy
Records that look stale, bounced contacts, or fields that don't match what you expected for an account.
Include two or three example record IDs.
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Seats and access
Adding or removing team members, permission levels, SSO questions, or someone locked out of the platform.
Include the affected user's account email.
How it works
From submitted to resolved
No black box. Here's exactly what happens after you press submit.
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1
You submit
The form creates a ticket the moment you submit it and shows you the ticket number on screen. Attach a screenshot if you have one — it's the single biggest factor in first-time resolution.
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2
We triage
Your ticket enters the support queue tagged with the priority and type you selected. Urgent tickets page the on-call engineer directly rather than waiting for the next working session.
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3
An engineer picks it up
You get a reply from a named person, not a shared alias. Everything stays on one email thread, so context never gets lost between replies.
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4
Resolved and closed
We confirm the fix with you before closing. If it turns out to be a platform bug, we'll tell you where it sits in the engineering queue rather than closing it quietly.
Response times
Pick the priority that matches the impact
Priority drives routing, so it's worth getting right. Choosing Urgent for a question that isn't blocking work slows down the tickets that genuinely are.
Support hours
Monday to Friday, 9:00–18:00 IST
Urgent tickets page the on-call engineer outside these hours.
| Priority | Use it when | Target first response |
|---|---|---|
| Urgent | Platform down, or no one on your team can work | 2 business hours |
| High | A core workflow is broken with no workaround | 4 business hours |
| Medium | Something's wrong but you can work around it | 1 business day |
| Low | Questions, feedback, or requests with no deadline | 2 business days |
Submit a ticket
Contact our support team
Fill out the form and we'll get back to you. You'll get a confirmation email with your ticket number, and every reply stays on the same thread.
Before you submit
- Name the specific list, search or endpoint involved
- Tell us roughly when it happened, with your timezone
- Say what you expected versus what actually happened
- Attach a screenshot of any error message
FAQ
Common questions
How do I check the status of my ticket?
Reply to the confirmation email you received — it's threaded to your ticket, so your reply reaches the engineer handling it directly. Quote your ticket number if you're starting a fresh email instead.
What happens if I pick the wrong priority?
Nothing breaks. Support adjusts priority during triage if the impact described doesn't match the level selected. Describing the real-world impact clearly matters more than picking perfectly.
Can I add information after submitting?
Yes. Reply to the confirmation email with anything else — extra screenshots, a second example, or an update if the problem changed. It all lands on the same ticket.
My attachment failed to upload. Did my ticket still go through?
Yes. If the attachment is the only thing that fails, the ticket is still created and you'll see the ticket number. Reply to the confirmation email with the file attached.
Why is there a 10 MB limit on attachments?
It keeps submissions fast and reliable. For anything larger — a full data export, or a long screen recording — submit the ticket first, then reply to the confirmation email and we'll arrange a transfer.
Is this the right place for sales or billing questions?
For billing issues tied to your account, yes — choose Fulfillment as the ticket type. For new purchases, plan upgrades or commercial questions, contact the sales team instead; they'll move faster than support can.