Click Help in the menu on the left, just below Settings. You'll see three choices: Knowledge Base, Submit a Ticket and My tickets.
Search the knowledge base
Click Browse articles and type in the search box, or pick a category.
You can also ask Zeus. Click the Zeus bubble in the bottom-right corner and type your question, like "how do I add redirects for a new site?". Zeus searches these articles and links you to the right one. See Using Zeus chat.
If you ask Zeus how to reach support or to talk to a person — in the Zeus bubble or in the editor — Zeus gives you an Open a support ticket link that opens the ticket form.
The public help center
The same articles are also on the open web at contentforge-agency.com/help, so anyone can read them without signing in — handy for a teammate who hasn't joined yet, or for searching from Google. On any article in ContentForge, click Public link (next to the date) to open its public page and copy the address to send it.
The public pages have their own search and categories. Where to find it links on them open ContentForge, so you sign in first. At the bottom of each page, Didn't find what you need? shows Submit a ticket when you're signed in in that browser, and Contact support (plus our support email) when you're not.
The public help center is ContentForge's own, so it never shows on your client domain or your clients' websites.
Contact support without signing in
Anyone can message us from the public help center — no account or sign-in needed. It's handy for a question before you sign up, or for a teammate who can't sign in yet.
- Go to contentforge-agency.com/help and click Contact support at the bottom of any page (or in the footer).
- Fill in Your name and Email. We reply to that email. If you have a ContentForge login, use the same email so we know which agency you're with.
- Choose What it's about and add a Subject. If you opened the form from an article, the subject starts as "Question about: the article's title" and the category is picked for you — change either if you like.
- Write your Message (10 to 5,000 characters).
- Optionally add screenshots or files — up to 3, 4 MB together (images, PDFs or text files).
- Tick the box to let us use your details to answer, as described in our Privacy Policy, and click Send message.
You'll see "Thanks — we've got it" with the email we'll reply to and your reference number, and we email you a confirmation with the same number. Our replies come by email; just reply to them to add more. If you're signed in, use Submit a ticket inside ContentForge instead, so the ticket shows under My tickets.
Contact support from an error
When ContentForge shows an error — a red message, a page that couldn't load, or an error at the bottom of the editor — it has a Contact support link.
- Click Contact support. The link changes to Taking a screenshot… and the screen dims slightly for a few seconds — wait for the window to open. ContentForge takes a picture of your screen, with the date, time and page address along the bottom. Password fields and private details are hidden in it.
- The ticket form opens right there, already filled in with the error, the page and the time, and the screenshot attached. A category is picked for you — change it if it's not right.
- Check the screenshot thumbnail. Click Remove screenshot if you don't want to send it.
- Optionally add a note, like what you clicked just before the error, or more files.
- Click Send ticket.
You stay on the same page, so nothing you were working on is lost.
Open a support ticket
- On Help, click Submit a Ticket.
- Check your First Name and Email — your name and sign-in email are filled in for you. Last Name is optional.
- Choose a Category: Bug / something broken; Mount Olympus editor, widgets & forms; Publishing, domains & SSL; Importing a site or design; Multi-language sites; Zeus; SEO tools; Google connections; Local, reviews & Business Profile; Blog, social & content; Client portal & client access; Billing, plans & credits; Account, team & roles; or Other.
- Optionally add a short Subject. If you leave it empty, we use the first line of your description.
- Describe the problem in Description or Details. Say which client, page or tool it was and what you expected to happen.
- Optionally add screenshots or files — up to 5, 10 MB each (images, PDFs, text files, short videos or zip files).
- Click Send ticket.
You'll see your ticket number on screen, and we email you to confirm we've received your request, with the ticket number. A member of our team will respond within 24 hours.
Email us instead
You can also email support@the-contentforge.com. Send it from the email address you sign in to ContentForge with, so we know which agency you're with. It becomes a ticket, and we email you to confirm we've received it, with the ticket number. Replying to an existing ticket doesn't send that email again.
Attach screenshots or files the same way — up to 5, 10 MB each (images, PDFs, text files, short videos or zip files).
See your tickets
Click Help → My tickets to see the tickets you've sent (your latest 100, most recently active first), with their status (Received, In progress, Waiting on you, Solved or Closed). Open one to read our replies and see the screenshots and files attached. Click a picture to see it full size. To add something, reply to our email about the ticket.
What happens next
- Our replies come by email, from ContentForge Support, with your ticket number in the subject.
- To answer us, just reply to our email. Your reply goes straight onto your ticket — files you attach too. You don't need to keep the quoted text; we only show your new message.
- If we ask you a question and don't hear back for a few days, we send one reminder. If there's still no reply, we mark the ticket as solved. You can always write again.
- Replying to a solved ticket opens it again.
- Tickets close a week after they're solved. If you reply to a closed ticket, we start a new ticket for you and link it to the old one, so nothing gets lost.
Good to know
- A screenshot of the error message, or of what looks wrong, is the fastest way to get a fix. Contact support on an error adds one for you.
- You can send a ticket even if your account is on hold for an unpaid invoice.
- For credit or billing questions, check your credit history on Billing & credits first. Every charge and refund is listed there.
- To help you, our support team can open your agency's account and look at what you see. They can view your billing but can't change it.
Examples
- An import got stuck: click Contact support on the error, add "It stopped on the home page", and click Send ticket. The screenshot and page address go with it.
- A billing question: pick Billing, plans & credits, say which charge you mean, and attach a screenshot of your credit history.
- A quick how-to: ask Zeus "how do I set up a custom domain?" before opening a ticket. He links you to the right article.
Limits and what it can't do
- Each person can send up to 5 tickets an hour.
- The public Contact support form takes up to 3 messages an hour (10 a day) from one email address, and a limited number of attempts from one internet connection. Files there: up to 3, 4 MB together, images, PDFs or text files only. No more than 5 links in a message, and none in the name or subject.
- Up to 5 files per ticket, 10 MB each. A Contact support screenshot counts as one of the 5.
- My tickets shows only the tickets you sent yourself, not your teammates'. It lists your latest 100.
- You can't reply from My tickets. Reply to our email instead.
- Support isn't available inside the client portal. Your clients can't open tickets with ContentForge, and Contact support links don't show there or on published sites. Clients should contact you.
Who can use it
Everyone on your agency team: the owner, admins and team members. You can still send a ticket and see your tickets while your account is on hold for an unpaid invoice.
Troubleshooting
- "You're going too fast — try again in…": you've sent 5 tickets in the last hour. Wait, or reply to one of your existing ticket emails instead.
- "… is over 10 MB": that file is too big. Make it smaller, or send a screenshot of the part that matters.
- "Please fill in your name, email, the category and the description." or "Please fill in all required fields": fill in the boxes marked as required.
- "We couldn't send your ticket. Please try again.": something went wrong on our side. Try again, or email us.
- "Please check your details and press Send again." (public form): you sent it very quickly after the page opened. Press Send message again.
- "This form has expired. Refresh the page and send it again." or "This form was already sent." (public form): refresh the page — what you typed may need to be entered again.
- "Too many messages from your connection…" or "You've sent us several messages already…" (public form): wait the time shown, or reply to our email about your ticket.
- "Please sign in to send a support request.": your sign-in ran out. Sign in again, or email us.
- "Couldn't load your tickets": refresh My tickets.
- No confirmation email: check your spam folder. The ticket number also shows on screen after you send it.
- Contact support stays on "Taking a screenshot…": wait a few seconds. If no window opens, use Help → Submit a Ticket instead and attach your own screenshot.