Contact Support
Guidance on contacting the Support Team for assistance.
Available Support Channels
Preferred: In-Platform Ticket Submission
We encourage customers to submit support requests through the platform whenever possible. This method automatically captures important information our team needs and helps us triage and resolve requests more efficiently.
Alternative: Email
If you are unable to access the platform or prefer to contact us by email, you can reach our Support team at: help@wisedocs.com
When to Use Each Channel
| Channel | Recommended Use |
|---|---|
| In-Platform Ticket Submission | Preferred method for all support requests. Automatically includes key details that help our team investigate and respond more quickly. |
| Email (help@wisedocs.com) | Use if you cannot access the platform or prefer to contact Support via email. |
Escalation Procedures
If your issue is urgent or requires additional coordination, please contact your designated Customer Success Manager.
Support Hours
Monday–Friday
9:00 AM–5:00 PM EST
While our standard support hours are during business hours, we do monitor for urgent issues outside of business hours.
Required Information
To help us resolve your issue as quickly as possible, please provide the same information requested in the in-platform ticket submission form, including:
- All required fields
- A clear description of the issue
- Relevant supporting details
- Screenshots (where applicable)
- Error messages (where applicable)
Providing complete and accurate information upfront helps our Support team investigate and resolve your request more efficiently.