Help that matches the team member asking
Different teams need different answers. Start with the path closest to the person doing the work, then escalate when a support ticket needs account context.
Office teams
Set up dispatch, invoices, reports, and customer communication flows before the first live week.
Field technicians
Use mobile checklists, estimate workflows, signatures, payment links, and photo-ready job notes.
Owners
Review pricing, adoption, reporting, and launch health with the team before scaling usage.
Partners
Contact partnerships for API, webhook roadmap, and integration access questions that need a direct response.
Reach the team and onboard with confidence
Get direct assistance, follow guided launch checklists, and stay current on everything new in Thorbis.
Contact support
Need direct assistance? The Thorbis support team responds within one business day.
Onboard your team
Follow step-by-step launch checklists for office staff and field technicians.
Stay in the loop
Receive product updates, new templates, and training invites twice a month.
Browse guides, trainings, and stories
Step-by-step product guides, the latest from the blog, live trainings, and customer success stories, all in one place.
Help should match the urgency of the work.
A launch question, a blocked technician, and a billing reconciliation issue should not all start in the same place. Use the moment to pick the fastest path.
Before launch
Use onboarding guides, live trainings, and implementation checklists to make the first week predictable.
During the workday
Search by the feature or job step first, then escalate when an issue blocks a customer or technician.
After closeout
Use billing, reporting, and customer follow-up guidance to reconcile the day and prepare the next one.
Pick the channel by what you need back.
Some questions need an article, some need training, and some need a person with account context. Routing correctly keeps the work moving.
Send the context support needs
Clear issue reports help the team reproduce problems and route them to the right owner without a long back-and-forth.
- Include the company name, affected user, browser or device, and the exact page where the issue appears.
- Attach screenshots for visual issues and copy any error text exactly as it appears.
- For workflow questions, include what you expected to happen and what happened instead.
Good help starts with the workflow, then escalates with context.
Search by workflow
Use the job step, feature name, or role instead of only searching an error symptom.
Read the closest guide
Start with the guide that matches the workflow, then use support for account-specific issues.
Escalate with evidence
Send screenshots, exact text, device details, and what changed so support can reproduce faster.
Use the right support path for the impact.
Support should be clear enough that a blocked dispatcher, a new technician, and an owner reviewing billing each know where to go next.
Blocked live work
Contact support with account, workflow, screenshots, and urgency.
How-to question
Search the knowledge base by feature, role, or job step.
Training need
Use onboarding guides and webinars for repeatable team education.
Release context
Read product updates before filing a ticket for expected behavior.
The best answer becomes a reusable guide.
Help content should reduce future tickets by turning repeated support answers into clear, role-based guidance.
Route people by the moment they are stuck in, not by product taxonomy.
A dispatcher blocked on today’s board, a technician learning mobile, and an owner checking billing all need different recovery paths.
Live work
Prioritize recovery, account context, and a support owner.
Training
Send the role to the guide, checklist, or webinar that matches the task.
Evaluation
Move buyers back to pricing, security, implementation, or feature pages.