Introducing the new Timely help centre
We’ve given our help centre a makeover so it’s easier than ever to get the support you need.
What’s new?
Improved help centre
Our new smart search bar helps you find the answers you need instantly. Simply type in your question and find hundreds of step-by-step guides at your fingertips.
We’ve improved the navigation menus, added popular searches, frequently asked questions, and made it easier to find the information you need.
You can tell us if the article was helpful or not by clicking the thumbs up or thumbs down, and leaving a comment at the bottom of the article.
New support form
Our new help form is designed so we can help you out more quickly.
The more information you can give us up-front, the faster we can help you. So, we’ll ask you to categorise your question, tell us in your own words what you need help with, and give you the option to upload screenshots of other relevant information.
The new support form has replaced our old support email address. The email method meant we sometimes missed important information and often required a lot more back and forth, causing unnecessary delays.
What’s next?
The new help centre is just the first step in a bigger project to make Timely support work even harder for you. Stay tuned for more improvements.
FAQs
What happens after I submit the help form?
You’ll get a confirmation email to let you know we’ve received your query. We’ll then investigate and respond to your request as quickly as possible. You’ll get a ticket number so you can keep track of your response in Timely.
Can I still use the support email address?
No, from 11 April all help requests must be submitted through the new help form. This will help us track each query as it comes in and make sure that we can direct it to the appropriate Timely expert.
How long will it take to get an answer?
We will keep you informed of our progress along the way. We might not be able to give you a specific timeframe because every query will be unique, but we can promise to resolve your inquiry as quickly as possible.
Can I still get direct phone support?
Yes, if you have direct phone support included in your plan. When we’re very busy, you might find it quicker to search in our help centre or submit the form.
How do I use the new help centre?
We’ve put together a short video to take you through how the new help centre works and how you can find the support you need more quickly.
For any other FAQs, please check out our help guide.
