Get help from a person
There are two ways to reach us: a support case, which is the right one for anything that needs looking into, and the live chat in the corner of the dashboard, which is the right one for a quick question. Both end up in the same place, because a chat nobody picks up becomes a case by itself. This page also says what to put in the message, because a case that names the screen and the figure is usually answered first time.
Before you start
Open the diagnostics page first
Open Setup & diagnostics under Account & Team before you write in. It says what is connected, when each tool last synced, what failed and what is standing in the way, and it is measured rather than assumed — a figure that could not be read says so rather than showing a zero. It is written for two readers on purpose: you, to find what is left to set up, and support, to see what your workspace looks like without asking you for screenshots.
Note
A case belongs to the person who raised it, not to the workspace. Your colleague cannot open yours and you cannot open theirs, even when you are both admins of the same workspace.
Raise a case
Open Support in the sidebar.
The page is headed Support Center, with three counts across the top: Open, In Progress and Resolved.
Click New Case.
A panel headed Create New Case opens on the left.
Choose a Category.
- Technical Issue — a sync, the tracking script, a connection, a screen that will not load.
- Billing Issue — an invoice, a payment, a plan change part-way through a term.
- Account Issue — sign-in, two-factor, a suspended or read-only workspace.
- Feature Request — something MarqIQ does not do yet.
- General Inquiry or Other — anything else.
Choose a Priority.
The four are Low, Medium, High and Urgent, and it starts on Medium. This is how you tell us how much is blocked, so raise it when work has stopped.
Write a Subject that names the screen and the symptom.
A subject like "Source truth shows 0 records for HubSpot since Tuesday" is answerable. "Numbers wrong" is a round trip.
Fill in Description with the five things below.
Click Submit Case.
MarqIQ gives the case a number in the form SUP-1001, emails you a confirmation and opens the case for you.
Put these five things in the description. Each one removes a reply we would otherwise have to send.
- Your Workspace ID — the six-digit number on Account settings. It identifies the workspace without anybody guessing from your company name.
- Which connected tool, by name. HubSpot and Salesforce behave differently and the answer often depends on which.
- Which screen, by the name on it.
- The figure that looks wrong, copied exactly, and the number of records it says it was measured on.
- The figure you expected, and where you got it. "HubSpot's own list view says 4,812" is the sentence that settles most of these.
Note
A case takes no attachments. There is no upload control on the form, so paste figures and error text into the description rather than screenshotting them.
Follow a case and reply
Open Support and click the case in My Cases.
A case with a reply you have not read carries a New Reply badge and its row is tinted.
Read the thread.
Messages from you and from support are shown in order, with the category and priority in the panel beside them.
Type into the Reply box at the foot of the case.
Ctrl+Enter, or ⌘+Enter on a Mac, sends it without reaching for the button.
Click Send Reply.
The reply box quotes the figure MarqIQ works to: "Average response time: within 24 hours". It is the same on every plan.
| Status | What it means |
|---|---|
| Open | Raised, not yet picked up. |
| In Progress | Somebody is working on it. |
| Awaiting Reply | We have asked you something and the case is waiting on you. |
| Resolved | We believe it is fixed. |
| Closed | Finished. |
| Reopened | You brought it back after it was resolved or closed. |
The All statuses list above My Cases filters by these.
Reopen a case
A resolved or closed case has no reply box. It carries a line reading "This case is Resolved. If you still need help, you can reopen it."
Open the case.
Click Reopen Case.
Say what is still wrong in the box that appears.
The box is optional, and filling it in saves a round trip.
Click Reopen Case again to confirm.
The status becomes Reopened and we are notified. Only a resolved or closed case can be reopened; anything else is refused.
Use the live chat for a quick question
The round button at the bottom right of every dashboard screen opens a panel headed MarqIQ Support, which says "Answers at once · our team steps in when needed". Type a question about your data or about MarqIQ and the reply appears in the panel straight away, labelled MarqIQ, with a link to the full answer.
- A question about your records is answered the way Ask answers it, so it needs a plan that includes Ask and the Ask beta turned on for your login. Without that, the chat answers a how-to question from this help centre and passes everything else to the team.
- After an answer, ask the next thing without repeating yourself: "by source?", "and in the last 90 days?", "how many are on a deal?", "and in Marketo?", "why is that?". The chat reads it against the answer it just gave, for half an hour or until a person from the team replies. A period said after "who filled the form" or "who replied" is when they did it; say "created" for when they were created. Anything it cannot read that way is read as a new question.
- To reach a person, say so: type "can I talk to a person". Your message goes to the team, and their replies appear in the same panel, labelled Support team.
- A question the chat cannot answer goes to the team as well. The reply says what stood in the way and that the message has been passed on.
- Once a message is with the team and nobody replies within a minute, MarqIQ logs a support case for you by itself, copies the whole transcript into it, and emails you the case number. The panel counts that minute down on screen.
- From then on it is an ordinary case: it appears under Support, you reply there, and the chat panel offers a View your support case link.
- A WhatsApp number is optional. There is a field under the messages reading WhatsApp number for updates (optional); fill it in and we can reach you there when the case moves.
- Closing the panel does not end the chat. The button shows a count when a reply is waiting.
When you cannot sign in
If sign-in says Confirm your email first, you do not need support: click Send the link again under the message, then open the newest email. The link expires in 24 hours.
Both routes above need a session, which is no use when the problem is the session. Email marqiq.support@theinhousemarketers.com instead, and put your workspace name and the address you sign in with in the message. That is the only support address that reaches us.
Take care
A suspended workspace is a case, not a payment. Checkout refuses a suspended workspace, so paying does not clear it and only support can lift it. The banner on the Subscription screen says so and points at Support rather than at a checkout.
If it did not work
A colleague raised the case and you cannot see it
Why: Cases are held against the person who raised them. My Cases lists yours alone, whatever your role is.
Fix: Ask them for the case number and the reply. If they have left, raise a new case quoting the old number and your six-digit Workspace ID.
The confirmation email never arrived
Why: The email is sent separately from the case. A filter or a blocked sender stops the email and not the case.
Fix: Open Support. The case is in My Cases with its number, and every reply appears there whether or not the email reaches you.
The chat says it logged a case and you cannot find it
Why: An auto-logged case is created under your own name with the subject "Live chat: " and the first line of the message that went to the team, so it does not read like the ones you raise by hand.
Fix: Open Support and look at the top of My Cases, which is sorted by the most recently updated. The transcript is the first message in it.
"Only resolved or closed cases can be reopened."
Why: The case is still open, in progress, awaiting your reply or already reopened. There is nothing to bring back.
Fix: Use the Reply box at the foot of the case instead. It is there whenever the case is not resolved or closed.
You need an invoice and there is no screen for one
Why: MarqIQ produces no invoice document and has no billing history screen, although the sidebar describes Plan & billing as covering invoices.
Fix: Raise a case under Billing Issue with the date, the amount, the currency and which payment method you used. Update billing, find an invoice, or cancel has the rest.
The answer depends on what your workspace looks like and you are being asked for details
Why: Support cannot see your screen, and a description of a symptom rarely names the state that caused it.
Fix: Open Setup & diagnostics, copy what the failing card says, and paste it into the case. It is the one page written for both you and support to read.
Next steps
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