Answers to your Tines questions can be obtained via Community Slack, in-product chat, Tines Explained, Tines University, and email.
Community Slack
We have thousands of experienced Tines builders in our community. We encourage all users to discuss their use cases and feature requests, share any jobs, and participate in our growing and vibrant Community! Click here to register.
Once registered, you can contribute and find answers from other Tines users, Community Champions, and team members.
In-product assistance
You can access in-product help by clicking the "Support" option on the top right of your screen in the storyboard. Depending on your current screen, it may be on a submenu or a top-level item.
This will open a window where you can view your previous conversations, search our knowledge base, and access AI and human support.
Slack
Slack support is available for paid plans that purchase the enterprise support add-on. Our Plain support app will be added to the shared Slack channel to ensure all queries are captured and sent to our support CRM for triage and resolution.
Our Tines IT and Security teams manage all joint customer Slack channels.
Your Support Experience with Tines + Intercom Fin AI
Tines uses AI for all our conversational support channels to get the answers you need when needed. Our support system combines Tines' powerful automation with Intercom's Fin AI Agent to deliver. :
Instant Responses: Receive immediate answers to common questions 24/7
Intelligent Issue Resolution: AI-powered assistance that understands your specific needs
Seamless Escalation: Complex queries are automatically routed to the right human expert
Continuous Improvement: Our Knowledge and Education teams learn from every interaction to serve you better through improving our documentation
If you need to speak to a technical support engineer while working with Fin, respond with "Talk to a Person", and the chat will be routed to a Tines support engineer.
💡Note
Customer Center
The customer center is the primary resource for all things Tines. It includes links to webinars, events, Tines University, a knowledge base, and documentation. You can also contact support via the support pop-up at the bottom right of the screen.
Status page
If there is an issue with Tines that affects multiple cloud-hosted customers, details will be provided at https://status.tines.com regarding the status, resolution, and cause of the issue.
We recommend you subscribe to the status page to ensure awareness of issues that may affect your tenant.
Email Support
You can create a case via support@tines.io
You will receive an email acknowledgment with a case number.
To update the case and the Tines Support team, please reply via email.
Support Portal
You can view, create, and update cases via https://tines.support.site
You can set a priority when creating a case
You can request updates and view the status of cases
You can review your tickets and reopen if required
Critical Issue Escalation
If you encounter a critical issue, first check https://status.tines.com for updates. We recommend you subscribe to the status page.
You can create a case via email, Slack, or in-product messaging, and set the description as "URGENT: Issue Description". This set the issue to critical for priority attention from our support team.
If you still need urgent assistance or escalate an existing case, click here to request emergency support.
💡Note
Why Support?
When working with support, you work with a team that mitigates a single point of failure. We operate across multiple channels and are available 8x5 or 24x5, depending on your support contract. We also provide a query number. Once there is a number, there is an owner for your query.
Finally, we use your queries and responses to enhance our training and technical content, which benefits all Tines users.