GetThru Support Overview

GetThru offers several ways to get help when you need it—whether you’re launching a campaign, troubleshooting a login, or confirming a 10DLC setting. This guide explains when to use tickets, live chat, or email, what to expect during support hours, and how to share the right details so we can solve your issue quickly. If you’re new to GetThru, start here to choose the best path and feel confident you’ll get a fast, accurate answer.


TABLE OF CONTENTS


Support Hours and Availability

Ticket Support: Monday–Friday, 9:00 a.m.–8:00 p.m. ET

Live Chat: Monday–Friday, 11:00 a.m.–7:00 p.m. ET

Managed Calling: Monday–Friday, 9:00 a.m.–8:00 p.m. ET; Saturday–Sunday, 11:00 a.m.–7:00 p.m. ET


If you contact us outside of these hours, we’ll follow up during support hours. To see expanded hours for the 2025 election, review our newsletter 10.15.25 New ThruTalk upgrades! (section GOTV Hours Update).


Choose the Best Contact Method

Use this quick guide to pick the right path based on what you need.

  • Tickets: Best for anything that needs research, troubleshooting, or account review. You’ll get an email confirmation and can check status in the Help Center.
  • Live Chat: Best for quick questions from the admin side of getthru.app. We’ll either resolve it in chat or create a ticket with all details for follow-up. For time-sensitive issues during chat hours, please start there so we can begin investigating immediately.
  • Email: Use the addresses below only when noted (e.g., sales or billing). For product questions, tickets are fastest and most trackable.


Submit and Track a Support Ticket

  1. Go to the GetThru Help Center and choose New Support Ticket.
  2. Share details about the issue (see the checklist below). Attach screenshots if possible.
  3. After submitting, you’ll receive confirmation by email. You can also select Check Ticket Status in the Help Center to view Open or Pending tickets, switch to All Tickets, or filter for Resolved or Closed.


If you don’t see ticket emails, check your spam folder. You can always check ticket status in the Help Center.


Live Chat on GetThru.app

  • Chat is available from the admin side of getthru.app.
  • Click the chat button in the bottom-right corner. A menu opens with Chat and Help Guides.
  • The chatbot will suggest relevant articles and confirm whether you need an agent. During chat hours, an agent will reply; otherwise, you’ll be prompted to submit a ticket.
  • After a chat, we can create a ticket with the full conversation for tracking, if needed.


Email and Other Requests

  • Technical support: Open a ticket whenever possible. If you email support@getthru.io, please include the details in the checklist below so we can help quickly.
  • Billing questions: Email billing@getthru.io.
  • Sales/questions about getting started: Visit getthru.io/get-started or email sales@getthru.io.


What To Include In A Great Support Request

Providing complete context helps us resolve your request faster. Use this checklist for tickets, chat, or email:

  • Organization/account: Name the org you’re working in; include the email tied to your GetThru user if different from your ticket email.
  • Steps to reproduce: Describe exactly what you tried and what happened.
  • Scope: Is the issue happening every time or only on specific campaigns/groups/users?
  • URLs: Paste direct links to the page(s) where the issue occurs (e.g., campaign, group, conversation).
  • Screenshots: Full-screen captures including the browser address bar (URL) are best.
  • Error messages: Exact text and color help us pinpoint the issue.
  • Affected users: Names, emails, and phone numbers (if relevant) for any impacted teammates.
  • Environment: Browser and whether you’re on a bank/network that might block some functionality.


FAQs

Where do I find existing tickets?

Go to Check Ticket Status in the Help Center to see Open/Pending, All, or Resolved/Closed tickets.


Can I use chat for volunteer questions?

Live chat is designed for admins on getthru.app. If a texter or caller needs help, please open a ticket with their name, email, and phone number, or CC them so we can work with them directly.


What if I need help outside chat hours?

Submit a ticket so we can begin investigating and follow up during support hours.