In-House Support

We do not outsource our support and have our own hired support staff available 24/7 for any and all of your questions or issues. Most support tickets are answered within minutes of being opened, up to a maximum of a few hours.

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Opening A Ticket

You can open a support ticket from anywhere on our website/platform. Simply go to the top menu Contact Us > Open Ticket A small pop-up window will open where you can quickly fill in the details. Give a subject for your ticket, select the desired department and fill in your message. When you’re all done […]

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Viewing Your Tickets

You can simply access all of your support tickets from the top menu in your client area. On the next page you’ll see all of your support tickets, their status and information at a glance. The tickets will be ordered by last reply and status, so the tickets requiring your attention the most will always […]

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Ticket View

Whenever one of our staff members replies to any of your tickets you will be notified via email. You can go into ticket view from your ticket list of directly from your email notification which will always contain a direct link to your ticket. From the ticket view you can easily add a new reply […]

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Live Chat

We also provide support and answer your questions via website Live Chat. You will find the chat window on the bottom right¬†side of our front pages and documentation pages. Simply click on it and start chatting with one of our staff members right on the spot. Our live chat is not Online 24/7, unlike our […]

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We Need Your Feedback

We’re always working on making HetrixTools better and adding new features. So, in order to make this happen we’ll need your feedback, if you have anything, may it be good or bad, to say about our platform be sure to open a support ticket and let us know. If it’s something good it’ll motivate us […]

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Which Support Desk Is This?

We use our own custom built support desk for it to be fully integrated into our platform. It’s quite simple and easy to work with but it surely gets the job done. We’ll explain in the next chapters of our documentation how to use it.

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Blacklist Check Credits (also known as API Checks)

Blacklist Check Credits (also known as API Checks)¬†are used for API Blacklist Check calls. You can read up how these API Calls work in the following documentation article: https://docs.hetrixtools.com/blacklist-check-api/ As explained in the article linked above, these API Calls will initiate a blacklist check on any IP address, on demand, then the results are cached […]

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