Need help with something in UserGems? You can create a support ticket directly from anywhere in the app, no email required. Tickets go straight to our support team, and every reply lands in your inbox so you can follow the conversation without logging back in.
Use this when something is broken or you suspect a bug. For strategy or program questions, your CSM is the better path (more on that at the bottom).
Where to find it
Click the support button (the ? icon) in the top right of any UserGems screen, then click Create Ticket.
Creating a ticket
The ticket form walks you through a handful of fields. The more detail you give up front, the faster we can diagnose and the less back-and-forth you'll deal with.
📝 Any field marked with a * is required — you'll need to fill it in before the ticket will submit.
💡 Tip: Take your screenshots before you start the ticket so they're ready to upload when you get to the Attachments field.
- Customer Email — Pre-filled with your email. All support replies go here, so double-check it's right.
- Summary — A short, descriptive one-liner for the issue or error you're seeing. Think subject line, not paragraph.
- Detailed Description — The heart of the ticket. Cover what's happening vs. what you believe should be happening, the impact (who/what it's affecting), and key details that help us find it fast: audience/campaign names, impacted signals, report IDs, prospect names and emails.
- Steps to Reproduce — List the exact steps our team can take to see the issue ourselves. Even rough steps beat none.
- Loom Link — If you can, record a quick Loom and drop the link here. Seeing the issue live is one of the fastest ways to cut down on confirmation back-and-forth.
- Product Component — Select the component most closely tied to the issue (e.g., Workflows, Signals). Pick the closest match if it's not obvious.
- Priority — Choose the level that matches the real-world impact. See the breakdown below.
- Attachments — Upload your screenshots here. These are hugely helpful for quick, accurate diagnosis. Drag and drop, or click to upload.
Picking the right priority
What happens after you submit
Once you submit, you'll see a confirmation screen letting you know the ticket went through, and you'll get a confirmation email as well.
A few things to know:
- All support replies go to your email. You don't need to log back into the app to keep the conversation going.
- Reply to the email directly to update your ticket. Your response threads right back into the ticket.
- Expect a first response within 24–48 hours, depending on the scope and impact of the request. We prioritize based on impact.
When to open a ticket vs. contact your CSM
Tickets are for things that are broken or buggy. Strategy, structure, and "how should I set this up" questions are better handled by your CSM, who knows your program.
📝 Not sure which bucket you're in? If something used to work and now doesn't, that's a ticket. If you're asking how something should work for your goals, that's your CSM.