Effective April 1, 2025, TextUs is moving all customer support to Intercom. Here are answers to the most common questions about what's changing and what to expect.
About the change
What is changing?
What is changing?
The TextUs support portal is moving from help.textus.com (powered by Salesforce Service Cloud) to a new ticket and chat system built on Intercom. Going forward, all support tickets, live chat, and self-service help will be available at docs.textus.com.
Why is TextUs making this change?
Why is TextUs making this change?
Intercom allows us to consolidate our Knowledge Base, live chat, and support ticketing into a single platform. This means faster response times, a more consistent support experience, and better visibility into your open requests—all in one place.
When does this go into effect?
When does this go into effect?
The new system is live as of April 1, 2025. The previous portal at help.textus.com will no longer accept new submissions after that date.
Will anything about how I get support stay the same?
Will anything about how I get support stay the same?
Our Support team, response time commitments, and SLAs are not changing. Only the tools and portal you use to reach us are changing.
Submitting tickets
Where do I submit a support ticket now?
Where do I submit a support ticket now?
Go to docs.textus.com/en/tickets-portal to submit a new request. You can also submit a ticket through the Messenger icon on any page at docs.textus.com or within your TextUs account.
Do I need to create a new account to submit a ticket?
Do I need to create a new account to submit a ticket?
No. You can submit a ticket using the email address associated with your TextUs account. No separate account creation is required.
How will I know my ticket was received?
How will I know my ticket was received?
You will receive an email confirmation immediately after submitting your request. All updates and replies from the Support team will also be sent to that email address.
What information should I include in a ticket?
What information should I include in a ticket?
The more detail you can provide, the faster we can help. Include:
A clear description of the issue
Steps to reproduce it (if applicable)
Any error messages you are seeing
The affected user(s) or account(s)
Screenshots or screen recordings, if relevant
Live chat
Is live chat available?
Is live chat available?
Yes. Live chat is available Monday–Friday during standard business hours (Mountain Time). Click the, “Ask Texta” chat icon in the bottom-right corner of any docs.textus.com page or within your TextUs account to start a conversation.
What if I send a chat message outside of business hours?
What if I send a chat message outside of business hours?
Messages sent outside of business hours are automatically converted to a support ticket. You will receive a response via email during the next available business hours window.
Ticket status and history
How do I check the status of an open ticket?
How do I check the status of an open ticket?
Log in to the Support Ticket Portal and navigate to Your Conversations or My Tickets. You can view all open and recently resolved tickets, read replies from the Support team, and add follow-up information directly within the portal.
Will I be notified when my ticket is updated?
Will I be notified when my ticket is updated?
Yes. You will receive an email notification any time your ticket is updated, a reply is posted, or your ticket is resolved.
What happens to tickets I submitted before April 1st?
What happens to tickets I submitted before April 1st?
Open tickets submitted through help.textus.com before April 1, 2025 will be handled by our team through their resolution. You will continue to receive updates via email on those existing tickets. New requests should be submitted through the new portal.
Knowledge Base and self-service
Where can I find answers on my own?
Where can I find answers on my own?
Our Knowledge Base at docs.textus.com is available 24/7. You can search by keyword or browse by topic (Messaging, Analytics, Integrations, Billing, and more). If you cannot find what you need, our team is a chat or ticket away.
Is the Knowledge Base changing?
Is the Knowledge Base changing?
No. The Knowledge Base has been available at docs.textus.com and remains the same. The change is specifically to how you contact Support and manage tickets.