How to get the best support from the GMass team

GMass is a bigger operation than it was when it launched in September of 2015. Now there are multiple team members, we use Zendesk as our support ticketing system, and we have tons of blog content answering almost every question imaginable.

Whereas before it was customary for users to email the founder (Ajay) directly, now we’d like our users to email our support email address, support@gmass.zendesk.com. Here are some additional steps you can take to ensure yourself the best possible GMass support:

  1. Please send one single email to support@gmass.zendesk.com and not to other email addresses.
  2. Make sure your email to support@gmass.zendesk.com comes FROM the Gmail account for which you are seeking help. If your email comes from a different From Address, be sure to specify the Gmail account with which you’re using GMass and want help. If you send us an email “from” an address for which we can’t locate a GMass account, and no other email address is mentioned, the support request will be discarded.
  3. Do not email team members directly for new requests. This lowers your response time, since the first step the team member will take is to forward your email to support@gmass.zendesk.com in order to create a ticket.
  4. Include screenshots and videos where applicable to illustrate the issue.
  5. If your question has to do with a specific campaign, include the campaign ID in your request.
  6. We endeavor to answer almost all questions on our blog, so start there.
  7. If you’re trying to cancel a campaign, read this article.
  8. If you’re looking to stop other types of GMass emails from sending, read this article.
  9. If you’re looking to cancel a paid subscription, follow these instructions.
  10. If your emails are bouncing because with a “You have exceeded your limit” message, read this first.
  11. We prioritize requests by importance and urgency, and whether or not the answer is already on our blog. 
  12. If you are trying to cancel or request a tracking domain or do anything that requires an @gmass.co address in the To field, and you get a bounce, it’s likely you hit the Send button when you were supposed to hit the GMass button.

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