We want every company to have the tools to succeed on the HTR platform—whether or not they’re a paying member.

That’s why we’ve invested in a robust library of self-service resources, including video tutorials, best practice guides, and more. For critical or complex issues, we also offer human support through our ticketing system.

This article includes information about what support resources are available for companies on the free/basic tier including:

What support resources are available for basic/free members?
Are there any options available to get additional support?

1. What support resources are available for basic/free members?

HTR offers tons of free resources for basic/free vendors in the community even if they don't have an active Premium Membership subscription which include:

a. Help Center Includes best practices guides, video step-by-step video tutorials and more and is accessible via the sidebar of the vendor dashboard
b. In-App Guides At the top right of every page you'll see a `Learn` button (shown here) that has curated FAQs and video tutorials for each section of the dashboard
c. Account health checklist Real time account health and optimization checklist with actionable tips to optimize your presence to generate more visibility and leads
d. Reputation report card Reputation report card to get tips to improve your visibility and rankings
e. AI Powered Support Chatbot We have an AI chatbot that will respond first to try to resolve any questions in real time
f. Human Support Ticketing System If the AI support chatbot can't answer your question it will create a ticket and pass it to our team for a human to followup. You can view all open support tickets across your company here (must be logged into your vendor account to access) Note: Support ticket volume is limited to up to 10 support tickets per year for companies on the free/basic tier Learn more

Want to access live phone support and coaching? Learn more

2. Are there any options available to get additional support?

OPTION 1: Earn and maintain a trustworthy profile (BASIC MEMBERS)

We know that some users need (or prefer) more white glove support and service than others and therefore 5x free support interactions per year may not be enough which is why we offer additional 5x additional free support conversations per year to basic/freemium members who meet the following minimum criteria both of which can be checked via your Reputation Report Card:

Requirement	Reason
Trustworthy Profile All of your companies product have at least 25 verified reviews	Customer support takes resources from our team that is supported by Premium Members. If you are not a Premium Member the other way to contribute to the platform and add value to the community is by contributing content. Learn more
Recent Reviews Must have at least 10 reviews in the last 6-months	Show that you are actively seeking feedback from your customers to help our users make more informed decisions