At MailBlue, we strive to efficiently handle questions and requests for both you and us. This is how we do it:
Do you have a question? No problem! We have an extensive knowledge base with over 400 articles covering all features and common questions. We also offer multiple videos that allow you to follow along step by step while setting up your account. Most questions can already be answered there.
Can’t find your question? It may have already been asked in the MailBlue Community. Of course, you can also post your own question there. In addition, you can create a ticket via the support button at the bottom right of your screen. We will then try to answer your question as quickly as possible.
How do I creat a ticket?
How do I creat a ticket?
Sometimes you run into an issue or have a question that requires a bit of extra help. In that case, you can always create a ticket with our support team. From there, we are happy to take a look with you.
Where can you find the Support widget?
At the bottom right of your screen you will see the Support widget with the MailBlue logo. This is the starting point for all your questions. From this widget, you can create tickets, view previous conversations, or quickly ask a short question.
Quick questions via “Messages”
Do you need a quick answer to something? First, chat with our AI chatbot. You can find it in the widget under “Messages”. Our chatbot uses all the information from our knowledge base, including videos, articles, and blog posts. If there is an issue with the software or your question requires deeper investigation, no worries. Our support team is ready to help.
Creating a ticket
Creating a ticket is very simple:
Click on the Support widget.
Fill in the form with your question and the required information.
Once submitted, we will immediately create a ticket for you.
To help you as well and as quickly as possible, it helps if you share the following information with us:
Your account URL
A link to the campaign, automation, or form your question is about
A link to the contact where you noticed something went wrong
How do we follow up on a ticket?
After submitting your ticket, there are two ways to follow the conversation:
Via the widget: open the widget to view our response or add additional details.
Via email: you will receive updates in your inbox and can reply directly there.
If you open our response via the widget, we skip sending an additional email update. This helps prevent notification overload and ensures you only receive updates that are truly relevant to you.
All your tickets in one overview
Under the “Tickets” section, you will find an overview of all open and closed tickets. Here you can see the status of your question, any information we may still need from you, and which steps have already been taken. Everything stays clearly organized in one place.
Why tickets are useful
Working with tickets has a major advantage: all communication with our support team is kept in one place. No more loose emails, just a clear overview of your questions and our answers. This allows us to respond faster and ensures you always know where things stand.
Why we prefer not to handle all support questions by phone
Why we prefer not to handle all support questions by phone
Through our system, we have full access to your account and can immediately take a look with you. This allows us to resolve issues faster and, if needed, consult colleagues and/or ActiveCampaign without long waiting times on the phone.
Because we can get to the core of your question more quickly and investigate all details without keeping you or other customers on hold, we can also keep subscription costs low.
Building automations and setting up software is largely a visual process. We often ask for screenshots, clear descriptions, examples, and links so we can see exactly what you are seeing. We can also send back complete explanations with screenshots or videos, allowing you to review everything at your own pace.
This approach allows us to use our time more effectively. As a result, we can work faster, more purposefully, and help you more efficiently.
With email-based support, we can collect, register, and organize all data in one place. This gives us access to previously asked questions and helps speed up the support process, as we often already have background information available. Collecting this data via email also helps us improve our online help environment with useful articles.
How can I contact you during the weekend?
How can I contact you during the weekend?
At MailBlue, we are happy to help you. Not only via our helpdesk, but also through our MailBlue community, where you can ask your questions.
Below is an overview of all the ways you can reach us:
Ticket form
You can create a ticket via the support button at the bottom right of your screen and explain your question there. If your issue is urgent, for example if you can no longer log in, please mention this in the ticket title. Note that we assess the urgency ourselves. If we do not consider it urgent, we will respond within our normal response time. Because you fill out our form as a customer, we receive a lot of information about the issue and your account right away. This often means we already have all the necessary details and can act quickly. This is the most recommended way to contact us.Email
If you prefer to contact us by email, you can send your question to [email protected].Support questions
If you are working in your MailBlue environment and want to ask a question directly, you can do so via the support button at the bottom right. For quick questions, you can use our AI chatbot. If it doesn’t fully resolve your issue, you can have it create a ticket for you.Huddle
MailBlue manages a Huddle community with over 4,000 members. If you would like both us and other MailBlue users to help you brainstorm, you can ask your questions there.
Office hours
Our support team is available during office hours, Monday through Friday from 09:00 to 17:00.
If you are dealing with an urgent issue during the weekend, you can submit your question via the support widget at the bottom right of your screen. Make sure to mention that it is urgent in the ticket title. This ensures your question will be picked up quickly, even during the weekend.
I am interested in MailBlue and would like personal contact
I am interested in MailBlue and would like personal contact
First of all, it’s great to hear that you are interested in using MailBlue! 🙂 You can find a lot of information about the system on our website, but we understand that you may still have questions. You can send us a message via the support widget at the bottom right of your screen, or contact us by phone at 085-029 05 29 (sales support).
I would like to schedule an appointment
I would like to schedule an appointment
For cost-efficiency reasons, MailBlue does not work with account managers or in-person meetings. Instead, we invest as much as possible in value for our customers and support. This is one of the reasons we are able to keep subscription costs as low as possible.