Contact Support
Get help from the Ghost Metrics support team.
Support Hours
Monday – Friday
9:00 AM – 4:00 PM CST
We’re closed on major US holidays.
How to Reach Us
Help Desk (Recommended)
Submit a support ticket for the fastest response:
The help desk allows us to track your issue, maintain history, and ensure nothing falls through the cracks.
For general inquiries:
Note: Help desk tickets are prioritized over email inquiries.
Response Times
We prioritize tickets based on urgency:
| Priority | Description | Response Time |
|---|---|---|
| Urgent | Service outage, complete loss of tracking | 30 minutes |
| High | Major feature not working, significant data issues | 1 hour |
| Medium | Feature questions, minor issues | 6 hours |
| Low | General questions, feature requests | 24 hours |
Response times are measured during support hours.
What Qualifies as Urgent?
- Complete tracking outage across all websites
- Dashboard completely inaccessible
- Security incident
What Qualifies as High?
- Tracking broken on a critical website
- Major feature not functioning (e.g., no heatmaps loading)
- Data appearing significantly incorrect
What Qualifies as Medium?
- Questions about configuration
- Minor feature issues
- Help with setup or optimization
What Qualifies as Low?
- General how-to questions
- Feature requests
- Training inquiries
- Account questions
What to Include in Your Request
Help us help you faster by including:
Required Information
- Your email address — So we can respond
- Website affected — Which Ghost Metrics website has the issue
- Clear description — What’s happening vs what you expected
Helpful Additional Details
- Screenshots — A picture is worth a thousand words
- Steps to reproduce — How can we see the issue?
- When it started — Did this just begin or has it been ongoing?
- What you’ve tried — What troubleshooting have you attempted?
- Browser information — Browser name, version, device type
For Technical Issues
- Error messages (exact text)
- Browser console errors (if applicable)
- Network request failures (if applicable)
What to Expect
After Submitting a Ticket
- You’ll receive an automatic confirmation email
- A support team member will be assigned
- We’ll respond within the timeframe for your priority level
- We may ask clarifying questions
- We’ll work with you until the issue is resolved
During the Process
- We’ll keep you updated on progress
- You can reply to add information
- You can check ticket status anytime
After Resolution
- We’ll confirm the issue is resolved
- You can reopen if the problem returns
- We welcome feedback on your experience
Ticket Best Practices
Do
- ✅ Be specific about the problem
- ✅ Include one issue per ticket
- ✅ Provide screenshots when relevant
- ✅ Respond promptly when we ask questions
- ✅ Let us know if the issue resolves itself
Don’t
- ❌ Submit duplicate tickets for the same issue
- ❌ Include multiple unrelated issues in one ticket
- ❌ Send urgent requests for non-urgent issues
- ❌ Include sensitive data (passwords, PHI) in tickets
Self-Service Resources
Before contacting support, check these resources:
- FAQ — Answers to common questions
- Troubleshooting — Solutions to common issues
- Documentation — Complete guides for all features
Feature Requests
Have an idea for improving Ghost Metrics?
We love hearing from customers about:
- Features you’d like to see
- Improvements to existing features
- Integration ideas
- Workflow suggestions
Submit feature requests through the help desk with “Feature Request” in the subject line.
Training & Onboarding
Need help getting your team up to speed?
We offer:
- New client onboarding — Guided setup and initial training
- Team training sessions — Train multiple team members
- Refresher training — Updates on new features
Contact us to schedule training for your team.
Account Management
For account-related requests:
- Plan changes or upgrades
- Billing questions
- Adding websites to your account
- User access issues
- BAA or compliance documentation
Contact support or your account manager.
Emergency Support
For critical issues outside business hours:
If you’re experiencing a complete service outage affecting all websites, please submit an urgent ticket through the help desk. Critical issues are monitored, and we’ll respond as quickly as possible.
What qualifies as an emergency:
- Complete tracking failure across all websites
- Security incident or suspected breach
- Dashboard completely inaccessible for all users
What doesn’t qualify:
- Questions or how-to requests
- Issues affecting a single website
- Feature requests or enhancements
- Non-critical bugs
Feedback
We value your feedback on:
- Support experience
- Documentation quality
- Feature usefulness
- Overall satisfaction
Let us know how we’re doing and how we can improve. Your input directly shapes our product and support.