We want to make it super easy to use Toolio — and our Customer Support team is here to help! Our Help Center is always a good place to start if you have questions, but keep reading to learn more about the different ways to get in touch with us and how our new ticketing process works.
1. When to Contact Support
Our Support team is available to you at all stages of your Toolio journey. Once your implementation is complete for any given module, we’ll be your go-to contact for any post–go-live questions but feel free to reach out at no matter where you are at in Toolio.
You can reach us in two main ways:
In-App Chat (via Intercom)
Email (support@toolio.com)
2. In-App Chat
Toolio support is available to all members of your team via live chat, powered by Intercom.
Accessing Chat: Click the question mark icon in the upper right-hand corner of Toolio.
Who You’ll Talk To:
First, you’ll interact with Fin, our chatbot, who’s great at handling straightforward questions like definitions or formula clarity.
For more complex issues, you can always choose to speak to a Support team member. You can simply type "Talk to a person" or hit the respective button in the messenger.
Not a Toolio user? You can still get help via our Help Center at any time — just use the chat icon in the lower-right corner of the page.
In case of a rare outage: Please contact your CSM or IS through the Help Center.
3. Help via Email
You can always reach our Customer Success team at support@toolio.com.
4. Ticketing with Intercom
When you ask to speak with a person in chat, Fin will send you a link to create a support ticket.
You’ll fill in a few quick fields, including impact level and a short description (you can copy from your chat message if you’d like).
Once submitted, your ticket will appear in your Intercom window.
Tracking Your Ticket
To track your ticket, open the Intercom window (via the question mark in Toolio) and click the Tickets tab in the lower-right corner. There, you can:
See your ticket’s status
Review its impact level
Track updates as we work on it
All further discussion about your ticket happens in the same conversation thread — no need to switch between places.
5. Ticket Statuses
Your ticket will move through statuses so you always know where it stands:
Open – Ticket received and logged.
In Progress – Our team is actively working on it.
Waiting on Customer – We need more information from you.
Resolved – The issue has been completed and closed.
6. Impact Levels & Urgency
When you create a ticket, you’ll select its impact level from 1 (highest impact) to 5 (lowest impact). This ensures fair prioritization:
Level 1 – Highest: Severe business-critical impact. No workaround available.
Level 2 – High: Extensive impact on daily work for many or all users.
Level 3 – Medium: Moderate impact on daily work for some users.
Level 4 – Low: Little impact on business or users.
Level 5 – Very Low: Minimal or cosmetic issues with no effect on business operations.
Each level has Service Level Targets (SLAs) for acknowledgement, updates, and resolution, so you know what to expect. For example, Level 1 tickets are acknowledged in under 60 minutes and targeted to be resolved within 1 business day.
7. Support Availability & SLAs
Direct Support Hours: Monday–Friday, 10:00 AM – 6:00 PM EST
Channels: Chat (Intercom) and Email
Prioritization: All inquiries are prioritized by severity, regardless of channel
Extra Help: Our Support team often provides personalized training videos via Loom to ensure effective troubleshooting and resolution.
8. Subscribe to Outage Notifications
We recommend all team members subscribe to our outage alerts to stay informed in the rare case of an outage.