New! You can now copy & share a link to any page. Learn more here.
We want to make it super easy to use Toolio and our Customer Support team is here to help! Our help center is a good place to start if you have any questions but keep reading to learn more about the different ways to get in touch with our Support team.
Our Support team is available to you at all stages of your Toolio journey, but once your implementation is complete for any given module, we will be your go-to contact for any post go-live questions or issues that you run into.
Toolio provides support via In-App Chat and over Email. Please see Support Hours here.
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)
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.
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.
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.
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 5 – Highest: Severe business-critical impact. No workaround available.
Level 4 – High: Extensive impact on daily work for many or all users.
Level 3 – Medium: Moderate impact on daily work for some users.
Level 2 – Low: Little impact on business or users.
Level 1 – 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.
Reviewing Previous In-App Chat Conversations
If you want to get back to a previous intercom conversation, you can always do that by opening Intercom, clicking < if you are in a specific conversation, and click Messages to see all conversations in a single place. Below is a quick video to show how.
Support Availability & SLAs
Direct Support
Direct Support Hours: Monday–Friday, 8:00 AM – 8:00 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.
Urgency Definitions and Corresponding SLA's
Severity Level | Definition | SLA: Time to Acknowledge (Target) | SLA: Time to Status (Target) | SLA: Time to Resolve (Target) |
P1 - Highest | An incident with severe impact on business-critical work where no workaround is available and where daily work is stopped for all users.
| <60 mins | 0.5 business day from First Response
Repeats Daily | 1 business day from First response |
P2 - High | An incident with extensive impact on business and daily work for all or some users.
| <90 mins | 1 business day from First Response
Repeats:
2 x Weekly
| 3 business days from First Response |
P3 - Medium | An incident with some impact on business affecting daily work moderately for some users.
| <1 day | 2 business days from First Response
Repeats: Weekly | 7 business days from First Response |
P4 - Low | An incident with little or no impact on business or users. | <1 day | 7 business days from First Response
Repeats: Weekly
| 30 business days from First Response |
Self Service Help
Indirect support and AI based support agents (which are incredibly helpful) are available 24/7 via our Self Service Help Center, which contains:
How to articles and videos on features and workflows
New feature and release trainings
Resources for new users
Best Practices, Add Ons, and FAQs
Support Best Practices
Provide as Much Context as Possible
To better support you, we request that you submit the following when starting a chat with our support team:
Urgency - Please define the urgency you are experiencing in accordance with the definitions outlined here.
URL of Current View - Please provide us with the URL of the view and scenario you are working in within Toolio .
Loom Link - If applicable, please provide us with a loom link walking through the issue you are experiencing. See here to learn more about how to use Loom.
Share a Link to Any Page
You can now copy a direct link to the exact page you’re working on, without needing to save the Data Set or View. This makes it easier to share context with your team or the Toolio Support team.
To copy the link:
Click the three dots in the upper right corner of the page.
Select Copy Link to Page.
Paste the link wherever you need it.
This helps our team see exactly what you are seeing so we can support you faster.
Subscribe to Outage Notifications
Lastly, we recommend all team members subscribe to outage notifications here.
Related Articles