SendGrid has comprehensive customer support resources. There is a wide collection of resources to help users understand and navigate the platform. However, the phone and chat support options are reserved exclusively for paid users.
Ticketing Support System
SendGrid uses a ticketing system, powered by Zendesk, as its primary support option. After submitting a ticket, I received an automated email acknowledging their receipt of my support ticket. However, a SendGrid representative didn’t back to me until over 8 hours.
Nevertheless, this long wait time is one of the effects of using the free plan. Paid plans have considerably shorter wait times of around 3 hours or less.
If you’re just trying out SendGrid for the first time, it’s pretty easy to find your way around. The company has a setup guide designed to help new users understand and setup the software. You can find it by clicking on the user’s name.
Once you click that, you will find an orderly guide to help you set up SendGrid from start to finish.
SendGrid offers a live chat option to paid users. Trying it out as a free plan user was next to impossible. However, my research showed that it takes about 3 minutes to connect with a service representative. That’s after getting through the bot, of course.
Only Advanced, Pro, and Premier customers are allowed to contact SendGrid via phone. This can be frustrating for lower-tier users that prefer to discuss their challenges over the phone. But my research found that the phone support is quite effective and timely.
Blog, Guides, and video tutorials
SendGrid has an elaborate blog that is updated with more than 12 posts per month. In the blog, users can stay up to date on virtually anything related to marketing, development, and business generally.
The company also provides practical guides for users to learn how to build highly effective email marketing campaigns. Most guides are centered around very technical developments in the marketing industry, including privacy protection measures, performance metric calculations, etc.
The video and podcast section of the company’s website is meant to address simpler issues and provide opportunities for a conversation with email marketing experts.