Get help inside Mailsoftly

Jump to any screen or record with the command palette

Press Cmd+K on a Mac or Ctrl+K on Windows, from any screen, and the command palette opens. Pressing the forward slash key on its own does the same thing, as long as you are not already typing in a field, and so does clicking Search in the top bar.

It searches two different things at once:

• Your own records. Contacts, campaigns, tags, contact lists, segments, email templates, workflows, automations, landing pages, forms, domains, senders, signatures, and your team, grouped by type with a View all for each group.
• The product itself. Screens by name, so typing webhooks or api keys takes you straight there, and task phrases for jobs no screen is named after: cancel my subscription, download my invoices, verify my domain, invite a team member, customize dashboard, sign out. Each of those shows where it leads before you click it.

Your last six destinations sit at the top under Recent when you open it without typing, along with the quick actions for starting a campaign, adding a contact, or creating a list, form, or landing page.

Two habits make it worth the muscle memory. Type the name of the thing rather than the name of the screen it lives on, because the palette indexes the records themselves. And when you cannot remember what a job is called, describe it: the task phrases exist precisely for the settings nobody can find twice.

If you would rather pin the handful of screens you open every day instead of typing for them, use quick actions covers the shortcut launcher, and get started with Mailsoftly is the wider tour.

Open Mailsoftly and press Cmd+K

Open Help and Support for the guides themselves

The palette moves you around. When you want the explanation instead, look at the bottom of the left sidebar for Help, next to Settings. The same panel opens from Support in your profile menu at the top right, and from Support in the drawer menu on a phone.

Whichever entry point you use, the panel slides in over whatever you were doing rather than navigating away, so you never lose your place. It greets you by your first name and offers four things:

• A search box across every published guide
• A short list of articles chosen for the screen you are on
• A grid of topics, each showing how many articles it holds, so you can browse instead of guess
• A footer with Contact support, My tickets, and Open the Help Center

Press Escape to close it, or use the arrow keys to move down the list and Enter to open the highlighted article. Those three hints are printed along the bottom edge of the panel so you do not have to remember them. Articles open on mailsoftly.com in a new tab, so closing the tab puts you back exactly where you were.

The search is more forgiving than it looks. Type at least two characters and results appear as you type, under the heading Articles, with your words highlighted in each title. Accents do not matter in either direction, so searching for gonderim finds articles about gönderim and the other way round. Every word you type has to land somewhere in the article, so a two-word search returns a short, relevant list rather than everything that mentions either word. You get up to eight results.

If nothing matches, the panel says so and offers a button reading Ask us about, followed by exactly what you searched for. Pressing it opens a support ticket with your question already filled into the Title field, so you never have to type it twice.

The panel also reads the screen you opened it from. On the campaigns list the first section is headed Suggested for this page and holds campaign articles. Open it inside the automation builder and it offers automation articles instead. Contacts, lists, segments and tags all lead to audience articles; forms and landing pages to their own set; the domain screens to deliverability. On the dashboard, and on any screen with no specific match, that first section is headed Start here and holds the getting started articles.

This is the part worth building a habit around: open the panel from the screen that is confusing you rather than from the dashboard, and the article you need is usually already on top. Either way you can ignore the suggestion and use the topic grid below it, then use All topics to come back.

Ask a person when no article covers it

The panel footer has two support controls, and they do different jobs.

Contact support opens a new ticket. The form asks for very little:

• Category, one of Technical, Payment, Bug Report, Feature Request, or Other
• Your Account and Your Company, both filled in for you and not editable, so you never have to explain who you are
• Title, a one-line summary
• Content, a full editor where you can describe the problem properly
• Attach Files, for screenshots, an exported CSV, or anything else that helps

Create Ticket sends it. You get an email confirming it arrived, and the reply comes back into the same ticket.

My tickets opens the list of everything your company has raised, with the status of each one. The small number on that button counts your own tickets that are still open, so it goes back to nothing once everything you personally raised is closed. The list itself is wider than the badge: it includes tickets opened by your teammates, and any of them can read, reply to, or close any of them.

Inside a ticket you can reply, attach more files, and close it yourself when you are done. Closing is not final: replying to a closed ticket reopens it, which the page tells you when you open one.

The third control in the footer, Open the Help Center, takes you to the full help center on mailsoftly.com in a new tab. That is the same library the panel searches, laid out by category, which is easier when you want to read around a subject rather than answer one question.

Open a support ticket in Mailsoftly

Let the product explain itself in place

A lot of questions never need any of the above, because the answer is printed next to the thing that raised it.

• A small question mark next to a metric explains how that number is worked out. Hover it on a campaign report or a comparison and you get the actual arithmetic in words, for example that click to open is clicks divided by opens, and what that tells you about the people who read the email.
• The value itself often carries a second explanation, spelling the percentage back out as counts, so a rate and the numbers behind it are never more than a hover apart.
• In the automation builder, choosing a trigger prints two lines under the setting. An amber line with a warning icon holds the catch, for example that a contact created trigger does not fire for contacts arriving through an import. A quieter line under it says what actually makes the automation run. Both change the moment you pick a different trigger.

Reading those two lines before you switch an automation on saves more support tickets than any other habit in this guide.

While you are tightening up the account, keep your account secure is a good next few minutes: a strong password, a second verification step, and a look at who else can sign in.