Getting Support & Submitting Ideas
How to reach support so they can actually help, and how to write a feature idea that gets built.
On this page
1Getting help
Before anything else, try the six checks on Troubleshooting — they resolve most reports. If they don’t:
- Email support@clienttether.com.
- Say what you expected, what happened instead, and when — a time and a contact name are what let support find it in the logs.
- Include a screenshot where the problem is visual, and name the account if you work across several.
- For anything commercial — add-ons, pricing, new sub-accounts, integrations you don’t have — your Success Manager is the faster route.
2Submitting an idea
ClientTether takes feature requests from customers, and the ones that get built are the ones described well. An idea worth submitting explains:
- The problem, not the solution — what you’re trying to do and where the system gets in the way.
- Who it affects — you, your team, every location in your network.
- How often it comes up, and what it costs you in time or money.
- What you do today instead. Existing workarounds tell the product team a lot.
3What happens to it
Ideas are reviewed, grouped with similar requests from other customers, and weighed against everything else on the roadmap. A request that lands with a clear problem and real frequency competes far better than a one-line feature name — and one that’s already been asked for by others gains weight from yours.
Two sentences that change the outcome
“We do this eleven times a week and it takes four minutes each time” beats three paragraphs of description. Quantify it.
4Keeping up with changes
New features and fixes are announced as an announcement in the app.