How to Submit and Check Tickets

Tickets are the fastest way to get help with anything that needs research, troubleshooting, or an account review. This guide shows you how to sign into the Help Center, submit a new ticket with the right details, and check status so you always know where things stand.


TABLE OF CONTENTS


Before You Start: Sign in to the Help Center

The Help Center and GetThru tools (ThruText and ThruTalk) use separate login systems. Even if you already have a GetThru account, you'll need to create a new Help Center profile to submit or track tickets.

Screenshot of log into the Help Center using a password or linked Google account.

You can sign in with Google or create a Help Center password.

Sign in with Google

  1. On the Help Center sign-in page, choose Google under “or login using.”
  2. Select your Google account and complete the prompt.

Create a Help Center password

  1. Click Sign Up With Us.
  2. Enter your name and email, then select Register.
  3. Open the activation email and click the link.
  4. On the activation page, enter your name and create a password.

Screenshot of the activation link that will take you to a prompt where you can create a password

Submit a New Ticket

  1. Open the GetThru Help Center and select New Support Ticket.
  2. Fill out the form:
    • Email (you can add CCs if needed)
    • Subject (short summary)
    • Description (see checklist below)
    • Attach a file (screenshots or CSVs)
  3. Select Submit. You’ll receive a confirmation email and a ticket number.

Screenshot of a new ticket form of black text on a white background. At the bottom are 2 buttons, "Submit" on a pink background and "Cancel" in light grey.

What to Include for a Faster Resolution

Adding clear context speeds up investigation and reduces back-and-forth. Paste or attach the following when possible:

  • Organization and user: Your org name and the email tied to your GetThru user.
  • Steps to reproduce: What you tried and what happened.
  • Scope: Does it happen for all users/campaigns or specific ones?
  • URL(s): Direct links to the page(s) where you see the issue.
  • Screenshots: Full-screen captures including the browser address bar.
  • Error text: Exact wording and any error color/labels.
  • Affected users: Names/emails/phone numbers for anyone impacted.
  • Environment: Browser, extensions, network restrictions (e.g., bank/enterprise networks)


Check Ticket Status

  1. In the Help Center, select Check Ticket Status.
  2. By default, the list shows Open or Pending tickets.
  3. Use the drop-down to switch to All Tickets (open + completed) or Resolved or Closed (completed only).
  4. Open any ticket to view updates, add comments, or attach files.

Screenshot of an example of checking a ticket's status. On the right side of the table is a small "pending" tag of blue text on a light grey background.

Didn’t see a confirmation email? It may be in spam or filtered by your email provider. You can always view and update your ticket directly from Check Ticket Status.