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Support & Resources

Alex Wolfe

Support & Resources

Get the help you need with ActiveProspect products through our various support channels and resources.

Getting Support

Support Hours

ActiveProspect Support is available:

  • Monday to Friday (except holidays)
  • 9 AM to 5 PM U.S. Central Time

:::info Support Availability
The level of support depends on your subscription plan. Accounts on Professional, Enterprise, and Business plans have access to live chat during business hours.
:::

How to Contact Support

Whether you're using TrustedForm, LeadConduit, or LeadsBridge, our Support team is ready to help.

Before Contacting Support
  1. Search the Knowledge Base: Run a quick search on the ActiveProspect Knowledge Base for helpful posts and step-by-step guides
  2. Check Status Page: Visit our status page for announcements on outages, maintenance, or downtime
  3. Review Documentation: Check the relevant user manual for your product
Submitting a Support Ticket
  1. Log in to your platform (TrustedForm, LeadConduit, or LeadsBridge)
  2. Click the Support button at the bottom of the page
  3. Fill out the form with details about your inquiry

:::tip Faster Support
Opening a support ticket from your account will speed up our investigation process!
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Can't Log In?

If you cannot log in to submit a ticket:

  1. First, check our login troubleshooting guides:

  2. If still unable to log in, use our external support form

Support Channels by Product

Support channels may vary based on your subscription:

Self-Service Resources

Knowledge Base

The ActiveProspect Knowledge Base contains:

  • Step-by-step guides
  • Troubleshooting tips
  • Best practices
  • Product updates
  • FAQs

Product Documentation

Access comprehensive documentation for each product:

Developer Resources

Community Resources

  • Knowledge Base Community: Ask questions and share solutions
  • Release Notes: Stay updated with latest features and changes
  • Blog: Industry insights and best practices

Training & Education

Getting Started Guides

Best Practices

  • LeadConduit Pro Tips: Optimization strategies and workflow improvements
  • Implementation Guides: Step-by-step setup instructions
  • Integration Tutorials: Connect with popular platforms

Effective Support Requests

Information to Include

When contacting support, provide:

  1. Account Information

    • Company name
    • Account ID or email
    • Product(s) affected

  2. Issue Details

    • Clear description of the problem
    • Steps to reproduce
    • Expected vs. actual behavior
    • Error messages (exact text or screenshots)

  3. Context

    • When the issue started
    • Any recent changes made
    • Affected flows, certificates, or bridges
    • Volume/frequency of the issue

  4. Supporting Information

    • Screenshots or screen recordings
    • Lead IDs or Event IDs
    • Certificate URLs (for TrustedForm)
    • API request/response examples

Priority Issues

For urgent production issues:

  1. Mark ticket as "High Priority"
  2. Include business impact details
  3. Provide contact phone number
  4. Monitor email for updates

Additional Resources

System Status

  • Status Page: Real-time system status
  • Subscribe to Updates: Get email notifications for incidents
  • Maintenance Windows: Planned downtime announcements

Product Updates

  • Release Notes: Regular feature updates and bug fixes
  • What's New: Major feature announcements
  • Beta Programs: Early access to new features

Compliance & Security

  • Security Documentation: Data protection and compliance
  • Privacy Policy: How we handle your data
  • Terms of Service: Usage agreements

Quick Reference

Support Checklist

  • Check Knowledge Base for existing solutions
  • Review relevant documentation
  • Verify system status
  • Log in to submit ticket from your account
  • Include all relevant details in ticket
  • Monitor email for support responses

Emergency Contacts

For critical production issues outside business hours:

  1. Submit high-priority ticket
  2. Email emergency details to support
  3. Check status page for known issues
  4. Review Knowledge Base for immediate solutions

See Also

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