How to contact Senja support
Got a question, spotted a bug or have an idea? Here's how to reach the Senja Support team and what to expect once you do.
This is applicable to any Senja plans: Free, Starter, and Pro.
How to contact Support
Questions, issues or bugs: send us a message from the Contact Senja page
Want to talk it through: book a call with Rani (Senja Support & Ops)
Feature or integration ideas: post them on our public feedback board
What to include
The more detail you share, the faster we can help. Please include:
The email address you use in Senja, so we can find your account
What happened, and what you expected to happen
Screenshots or a screen recording, if something looks broken or confusing
Links to the form, testimonial or Widget where the issue happens
Any error message, copied exactly
Response times
We reply to every ticket within 24 hours, and we aim to reply within 6 hours. Most tickets are resolved within 2 days.
Complex issues may take longer, depending on how many tickets we're handling
Replying is different from fixing a bug, which can take longer depending on how serious it is (see Reporting a bug below)
Priority and 1:1 support
We don't offer high-priority support. Every customer gets the same level of service, whether you're on Free, Starter or Pro.
If you'd like to talk to us directly, you can book a call with Rani.
Checking your ticket status
When you contact us, you'll get a confirmation email. That email is your ticket, so keep it handy.
To add more details, check on progress or chase an update, just reply to that confirmation email.
Reporting a bug
A bug is anything in Senja that isn't working as it should, like a form link showing an error page or a video that won't load. We hate bugs as much as you do, so please report them right away.
Go to the Contact Senja page
Choose I want to report a bug
Share as much detail as you can (see What to include above)
What happens next
We try to reproduce the issue on our end
We check whether it's still happening on your end
If it's not a bug, we'll reply with a fix you can use straight away
If it is a bug, we pass it to our engineers, who fix it as part of their sprint plan
We let you know once it's fixed
Some bugs take longer to fix than others, especially when ticket volume is high. We want every bug squashed, but it doesn't always happen in minutes.
Requesting a feature or integration
Our customers have inspired hundreds of new features at Senja. Post your idea, or upvote someone else's, on the right board:
Import source requests (new places to import testimonials, reviews or shout-outs from)
We use these boards to decide what to build next. For bugs, use the Contact Senja page instead.