Getting Help and Support
Discover all ways to get help with questions, problems or feedback about Tesoro CRM.
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You're niet alone! The Tesoro team and community are ready to help when you're stuck, have questions, or want to share feedback. This guide shows you where to go for every situation.
Finding Answers Yourself
1. In-App Help (? icon)
Click the ? icon top right for:
- Contextual Help - Tips specific to the page you're on
- Quick Links - Direct links to relevant guides
- Video Tutorials - Short screencasts of features
- Keyboard Shortcuts - Press ? to see shortcuts overlay
2. Knowledge Base
The complete knowledge base (where you are now!) contains:
- Getting Started Guides - For new users
- Module Tutorials - In-depth guides per feature
- Best Practices - Tips from experienced users
- Troubleshooting - Solutions for common problems
Search: Use the search bar at the top of the knowledge base. Type your question or search term.
3. In-App Search
Press Cmd/Ctrl + K to search in:
- Your own data (contacts, properties, deals)
- Help articles
- Settings
- Recent actions
Contact Support Team
Email Support
- Response time: Within 24 hours (business days)
- Use for: Technical problems, account questions, bug reports
- Tip: Include screenshots and clear steps to reproduce the problem
Live Chat (in-app)
Click the chat icon bottom right in Tesoro:
- Available: Monday-Friday, 9:00-18:00 CET
- Average response: < 5 minutes
- Use for: Quick questions, fast help with features
- Language: Nederlands, English, Español
Phone Support (Premium)
+31 (0)20 123 4567
- Only for: Enterprise plans and urgent issues
- Available: Monday-Friday, 9:00-17:00 CET
- Upgrade: Contact [email protected] for premium support
Video Call Support (by appointment)
For complex setup, migrations, or training:
- Email to [email protected]
- Subject: "Video call request"
- Describe your situation
- We schedule within 48 hours a 30-min video call
Feature Requests and Feedback
Emergency Support (Business Critical)
If you have a business-critical problem (e.g. complete system down, data loss, security breach):
- Email: [email protected] with subject "URGENT"
- Call: +31 (0)20 123 4567 (24/7 for emergencies)
- Live Chat: If available, use chat and mention "URGENT"
What is business-critical?
- Tesoro is completely unreachable
- Data loss or corruption
- Security incident (unauthorized access)
- Critical deals canniet be processed
What is niet business-critical?
- Feature doesn't work as expected (use normal support)
- Questions about how to use something (use knowledge base/chat)
- Feature requests (use feedback channels)
SLA for emergencies:
- Standard plans: Response within 4 hours
- Enterprise plans: Response within 1 hour, 24/7
Community and Resources
Tesoro Community (coming soon)
Connect with other Tesoro users:
- Forum: community.tesorohq.io
- LinkedIn Group: Tesoro CRM Users
- Monthly Webinars: Live Q&A and feature demos
Educational Resources
- YouTube Channel: Video tutorials and tips
- Blog: blog.tesorohq.io - Best practices and case studies
- Newsletter: Monthly tips and product updates
Status & Updates
- Status Page: status.tesorohq.io - Real-time system status
- Changelog: In-app → Profile → "What's New"
- Maintenance Window: Announced 72h in advance via email
Frequently Asked Questions
How quickly do I get a response via email?
Within 24 hours on business days (Mon-Fri). For urgent matters use live chat (< 5 min response) or phone for business-critical issues.
Can I get support in my own language?
Yes! Our support team speaks Nederlands, English and Español. Choose your preferred language in Settings or mention it in your first message.
Do you offer training/onboarding?
Yes! We offer free onboarding calls for all new accounts. For teams > 5 users we offer dedicated training sessions. Contact [email protected] for more info.
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