Get help from TheyDo

Overview

There are lots of reasons to reach out — and we genuinely want to hear from you. Whether you have a question about how something works, want to share feedback, or think you've hit a bug, the TheyDo support team is here to help.

This guide walks you through how to get in touch and how to get the most out of it.

What you can reach out about

You don't need to have a problem to contact support. Here are all the things we can help with:

  • How-to questions — Not sure how to do something in TheyDo? Just ask. We'll point you in the right direction or walk you through it.
  • Best practices and journey management questions — Wondering how to structure your journeys, set up your framework, or get the most out of TheyDo? We're happy to share guidance on how other teams approach it.
  • Bug reports — If something isn't working as expected, let us know and we'll look into it.
  • Feature requests — Got an idea for something TheyDo doesn't do yet? We'd love to hear it. Requests go directly to the product team.
  • General feedback — If there's something you want to share about your experience, we're listening.

How to reach us

There are two ways to get in touch with the TheyDo support team.

Via the support chat (recommended) The best way to reach us is through the chat bubble directly inside TheyDo. Look for the help icon in the bottom corner of your screen and click it to open the support chat.

This is the recommended option for a few reasons. Everything stays in one place — your conversation history, any files you've shared, and the status of your request are all tracked inside the product. You won't need to switch between your inbox and TheyDo, and you won't be interrupted by email threads while you work. It's a much smoother experience all around.

When you open the chat, you'll first be connected to an AI assistant that can answer common questions and help you find relevant articles. If it doesn't resolve your issue, click Connect to an agent to reach a member of the support team directly.

Via email You can also reach us at support@theydo.com. This is a good option if you're unable to access the platform, or if you prefer email for a particular request.

Reporting a bug

If you think you've hit a bug, the more context you can share, the faster we can help. Here's what makes a great bug report:

Share a link to where the issue is happening. If the problem is in a specific journey, workspace, or view, copy the URL and include it in your message. This helps us find the exact place you're describing.

Include a screenshot or screen recording. A screenshot is helpful. A short video showing what happened — and the steps you took right before — is even better. Most operating systems have a built-in screen recorder, or you can use a tool like Loom.

Describe the steps that led to it. Walk us through what you were doing when the issue appeared. For example: "I opened a journey, clicked on an insight, and the page went blank." The more specific, the better.

Let us know if colleagues are seeing it too. If others on your team are experiencing the same issue, that's useful information. If it's only affecting you, that helps us narrow things down in a different direction.

Tell us if it happens every time or just sometimes. Intermittent issues can be harder to track down, so knowing how frequently it occurs is really helpful.

Tips

  • If you're not sure whether something is a bug or expected behaviour, just ask — there's no wrong reason to get in touch.
  • The more detail you include upfront, the less back-and-forth is needed to resolve things.
  • If you've already worked through the steps in Troubleshooting basics and the issue is still there, mention that when you reach out.