The following article will help you get the answers you need, according to the type of support question you have. Click on the link that best describes the question you have:

I have a "how-to" question

If you're having trouble figuring out what to do next, here's some options: 

1. Visit the knowledge base 

(hint: you're already here!) we recommend bookmarking

Our knowledge base is loaded with articles which include step-by-step instructions, videos, screenshots, and FAQs. 

2. Ask your peers in the users-only Facebook group

The Facebook group is a fantastic place to ask for help from other users around best practices. If you have specific technical support questions, please use the chat or email option to go straight to the support team.

3. Start a conversation with the support team. 

We use an app called Intercom. It's not live chat and it's not a ticketing system. It fits right in between. 

If you haven't been able to find an answer to your question in the knowledge base, you can start a conversation directly in the app, or email [email protected] and our dedicated support team will be glad to help.

Please note: this is not live chat. We understand that need quick answers to your questions, which is why we've will continue to update our knowledge base regularly. If you would prefer to speak with someone, please note that our average first response time is 3 hours and our support office hours are Monday-Friday, 9am-5pm in Australia, USA & Canada, and the UK. 

I have a technical issue

If the app is not performing the task it's expected to do, please start a support conversation. 

Our support team will investigate your issue and provide expectations around the next steps within the same business day (unless the request is submitted outside of office hours, it will be next business day).

To help your support agent investigate your issue quickly, we recommend providing the following information:

  1. a description of the issue: including what you were trying to achieve, the steps you took when trying to achieve it (we call this "steps for reproduction"), and what happened when you encountered the issue. Here's an example:

    "I was attempting to reschedule a rejected payment. I clicked on payments>collections>rejected payments>actions>reschedule collection. When I clicked on reschedule collection, I couldn't choose the "today" option. The button was there but I couldn't click it"
  2. The proposal number, client name and/or invoice number affected. 
  3. Screenshots of the issue. This is particularly helpful when the issue occurs in an integrated app, such as Xero or QuickBooks.
  4. How urgent is your issue? Our team may be handling lots of enquiries so it's helpful to know if the issue is having a negative impact on your business. Here's a guide to help you define urgency:

    - Urgent: I cannot use the app at all
    - High: I'm being prevented from completing an important task
    - Medium: I can't complete a task but it's not time sensitive
    - Low: I can use a workaround to get what I need, but it's still annoying me!

once your support agent receives this information and conducts their initial investigation,  they will provide an update, provide next steps, ask for more information (if needed) and/or provide an estimated timeline for resolution. 

I need some setup help

We'd love to help you with this! Our Customer Success (CSM) team is here to get you started and setup properly, so you can get the most value out of PI as quickly as possible. If you haven't been introduced to a CSM yet, you can schedule a time to meet using the following link:

I need some Best Practice Advice

You've come to the right place. Our Account Management team is made up of experts in the professional services field. Each one of our team members has years of experience in a variety of professional services. If you just want to shoot the breeze about your business, or you're trying to solve a complex sales workflow, your PI account manager is your resource. You can book a time with an Account Manager here:

I want to submit feedback or a new feature idea

Awesome. We'd love to hear it. you can go straight to our feedback portal here:

Click on submit idea in the top right corner, or browse our feature ideas to add your own feedback! 

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