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  3. Knowledge Base
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  5. Contact Support
  6. Contacting Workbooks Support
  • Welcome to the Knowledge Base
  • Introduction
    • Introduction to Workbooks
    • Using the Knowledge Base
    • Editions & Licensing
      • Renewing Licences
    • Workflow
      • Queues
    • Logging In
      • Configuring Security Policies
      • Google Authentication
      • Login Protection
      • Microsoft Azure Active Directory
        • Link Workbooks to Microsoft Azure
        • Setting up User Templates
        • Locking down your Workbooks
  • Training
    • Training Videos
    • Training Courses
  • Desktop Environment
    • Supported browsers
    • Introduction
    • Desktop
      • Setting up and configuring the Modern Theme
      • Tips & Tricks on the Desktop
    • Records
      • External Links to Workbooks records
      • Tabs
      • Watching Records
      • Notes
    • Landing Pages
      • Bulk Actions
        • Scheduled Bulk Actions
      • Customising Views
        • Customising Columns
        • Filtering
          • Custom Filters
        • Calendar Views
      • Deleted Items
      • Edit Grids
    • HTML Editor
    • Welcome Messages & Bulletins
    • Exporting Data
    • Multi Language
    • Notifications & Reminders
    • Workbooks Mobile Client
      • Modern UI on Mobile/Tablet
  • Preferences
    • Introduction to Preferences
    • Setting your Preferences
      • Email Accounts
  • Activities
    • Introduction to Activities
    • Using Activities
      • Meetings
        • Integrating Workbooks and Google Calendar
          • Installing and Managing Workbooks and Google Calendar Integration
          • Synchronising your Google Calendar with Workbooks
      • Follow-on Activities
  • Cases
    • Introduction to Cases
    • Displaying & Adding Cases
    • Managing Cases
    • Case Portal
      • Installation
        • Custom Fields
        • Case Portal Configuration
          • Company Details
          • General
            • Case Portal Reports
          • New Case
          • Help Text
          • Emails
          • Advanced Features
          • Field Mappings
          • Help Dialog
          • Product Area Questions
        • Case Portal Additional Features
          • Setting up Public/Private Activity creation
          • Setup Registration Emails from a Person
          • Automatic Emails on Case Status Change
      • Using the Case Portal
        • Case Updates - Public & Private Activities
        • Inviting a Person to the Case Portal
  • Email
    • Introduction to Email
    • Working With Emails
    • Email Signatures
    • Sending Bulk Email
    • Common Email Errors
    • Email Integrations
    • Mailing Lists
  • Forecasts & Quotas
    • Introduction to Forecasts & Quotas
    • Sales Forecasts
      • Adjusting Forecasts
      • Included Forecasts
    • Sales Quotas
  • Importing Data
    • Introduction to Importing
    • Preparing your Import Data
      • Import Templates
      • Compulsory fields for Import
    • Workbooks Import Wizard
      • Uploading your data
      • Defining Field Mappings
      • Extending your Import to other Record types
      • Checking for Duplicates
      • Running and Reviewing your Import
    • Managing your Imports
      • Undoing an Import
  • Leads
    • Introduction to Leads
    • Displaying & Adding Leads
    • Converting Leads
  • Marketing
    • Introduction to Marketing
    • Marketing Campaigns
      • Displaying & Adding Campaigns
      • Campaign Management
      • Campaign Membership
      • Tracking URLs on Campaigns
      • Integrating Workbooks and Constant Contact
      • Integrating Dotmailer and Workbooks
        • Configuring Workbooks and Dotmailer
      • Integrating MailChimp and Workbooks
        • Configuring Workbooks and MailChimp
    • Mailing Lists
      • Creating Mailing Lists
    • Products
      • Pricing Schemes
      • Supply Scheme
      • Product Bundles
    • Mailshots
      • Creating a Mailshot
    • Upload Library
      • Using the Upload Library
    • Templates
      • Creating Templates
      • Creating a Template to show multiple lines
      • Extra Template Placeholders
    • Workbooks Web Insights
      • Tracking Code
        • Restricting Page Tracking
      • Setting up the Plugin
      • Viewing Web Insights Data on your Form Layouts
      • Domain Names and Online Activities
      • Gator Popup
      • Reporting incorrect Leads created through Web Insights
      • Reporting on Web Insights data
      • Using UTM Values
      • Why aren’t Online Activities being created in the database?
      • Why is GatorLeads recording online activities in a foreign language?
    • Using HubSpot with Workbooks
    • Event Management
      • Introduction to Event Management
      • Enabling the Event Management Module
      • Using Event Records
        • Event Records
        • Event Sessions
        • Event Speakers
        • Event Sponsors
        • Event Products
        • Event Tickets
        • Event Attendees
      • The Event Management Portal
        • Introduction to the Event Management Portal
        • Prerequisites for installation
        • Accessing the Plugin
        • Installing the Event Management Portal
        • Amending Event Portal Parameters
        • Adding Custom CSS to the Event Portal
      • On The Day Registration App
      • Setup On the Day Registration App
    • Compliance Records
      • Introduction to Compliance Records
      • Enabling Compliance Records
      • Creating Compliance Records
      • Using Compliance Records
    • GatorMail Integration
      • Setting up the Integration
      • Sending Mailshots using GatorMail
        • Creating a GatorMail Mailshot without a Marketing Campaign
      • Gator Smart Forms
      • GatorMail - Dynamic Content
        • Dynamic Content Example - Dynamic Sender
      • GatorMail Domain Setup
      • GatorMail Field Mappings
        • GatorMail Hard Bounces
      • Managing your GatorMail Account
      • Setting up GatorMail Workflows
        • Spotler Data Sync
        • Triggered Mailshots
      • GatorCreator
      • GatorSurveys
  • Opportunities
    • Introduction to Opportunities
    • Displaying & Adding Opportunities
    • Opportunity Line Items
    • Opportunity Relationships
  • Integrations
    • Mapping
      • Introduction to the Mapping Module
      • Using the Mapping Module
      • Changing the size/colour of Map Pins
    • Electronic Signing Tools
      • Docusign Integration
        • DocuSign Functionality
          • Copy Document on Signature
          • Update Related Records
          • Sending Multiple Documents
          • People, Organisations & Cases with DocuSign
          • Invoice Payments with DocuSign
          • Managing DocuSign Documents
        • Setting up the DocuSign Integration
          • Authentication with DocuSign
          • Production vs Sandbox
          • Creating a Document with a DocuSign Template
          • Creating a Document with a Workbooks PDF
          • DocuSign Fields
          • DocuSign Settings
          • Form Layout Configuration
        • DocuSign - Worked Examples
          • Taking Payments
          • Updating Related Records
          • Multiple Document Sends
          • Creating a Template for Cases
          • Creating a Template for Organisations
          • Creating a Template for People
          • Unified PDF for Transaction Documents
        • DocuSign - Reporting
          • Multiple Send Report Grid
          • Document Review Report
          • Monitoring Integration Errors
      • Adobe Sign Integration
        • Introduction to Adobe Sign
        • Authentication with Adobe Sign
        • Installing the Integration
        • Integration Monitoring & Error Handling
        • Setup of Adobe Sign
        • Adobe Sign Fields & Form Layout Configuration
        • Optional Custom Fields for Adobe Sign
        • Adobe Sign Button Process
        • Using the Adobe Sign Integration
    • Creditsafe Integration
      • Installing the Creditsafe Plugin
      • Configuring Organisations to use the Creditsafe Integration
      • An example of how to use the Creditsafe Integration
    • Zapier
      • Introduction to Zapier
      • Available Triggers and Actions
      • Linking your Workbooks Account to Zapier
      • Setting up Zaps
        • Posted Invoices to Xero Invoices
        • Xero payments to Workbooks Tasks
        • New Case to Google Drive folder
        • New Case to Basecamp Project
        • New Workbooks Case to JIRA Ticket
        • Jira Issue to new Case
        • 123FormBuilder Form Entry to Case
        • Eventbrite Attendee to Sales Lead and Task
        • Facebook Ad Leads to Sales Leads
        • Wufoo Form Entry to Sales Lead
        • Posted Credit Note to Task
        • QuickBooks Online
          • Initial Setup
            • Authentication with QuickBooks Online
          • People & Organisations to QuickBooks Customers
          • POSTED Workbooks Invoice to QuickBooks Online
          • QuickBooks Online Payment to Workbooks Invoice & Task
          • QuickBooks Sales Tax Code Lookup
        • Survey Monkey responses to Tasks
      • Multistep Zaps
    • Email Integrations
      • Email Dropbox
        • Setting up your Dropbox
        • Using your Dropbox
      • Workbooks Exchange Server Sync
        • WESS System Requirements
        • Setting up the WESS
        • Synchronising Emails
        • Synchronising People & Contacts
        • Synchronising Tasks & Meetings
        • WESS Troubleshooting
        • The WESS Add-in
          • Introduction to the WESS Add-in
          • Enabling the WESS Add-in
          • Managing Emails with the WESS Add-in
            • Relating Emails to Specific Records
          • Managing Contacts with the WESS Add-in
          • Managing Records with the WESS Add-in
            • Creating Records with the WESS Add-in
      • Workbooks Outlook Connector
        • Introduction to the Outlook Connector
        • Before downloading the Outlook Connector
          • System Requirements
          • Enabling the Outlook Connector
        • Download/update the Outlook Connector
        • Installing the Outlook Connector
          • Uninstalling the Outlook Connector
        • Using the Outlook Connector
          • Configuring the Outlook Connector's Settings
          • Identifying Records in Workbooks created in Outlook
        • Outlook Connector Troubleshooting
    • Event & Webinar Integration Tools
      • GoToWebinar
        • Installation
          • GoToWebinar Fields & Processes
          • Setting up Process Buttons for GoToWebinar
        • Authentication
          • Multiple GoToWebinar Accounts
          • Removing GoToWebinar Accounts
        • Create/Update & Cancel Webinars from Events
        • Event Attendees as Webinar Registrants
        • Event Speakers as Webinar Panelists
        • Retrieve Webinar Data
      • ON24
        • Installation
          • ON24 Fields & Processes
          • Setting Up Process Buttons for ON24
        • Authentication with ON24
          • Removing ON24 Accounts
        • Create Webcasts from Events
        • Event Attendees as Webcast Registrants
        • Retrieve Webcast Data
          • Reporting: Survey Responses
          • Reporting: Poll Responses
        • Retrieve Survey Data
        • Engagement Hub Interactions
    • Microsoft Office
      • Azure Active Directory
      • Excel
      • Outlook
      • Power BI
      • SharePoint
        • Installation
          • Custom Fields & Processes
        • Setup
          • Sharepoint Configuration
            • Allow SharePoint to Display in iFrames
          • Authentication
          • SharePoint Integration Settings
        • Using the SharePoint Integration
      • Word
        • Introduction to the Word Add-in
        • Deploying the Word Add-in
        • Creating Word Add-in Templates
          • Example Word Add-in Templates
        • Using Word Add-in Templates
        • Word Add-in Tips and Tricks
    • Outreach
      • Installation
        • Outreach Fields & Processes
        • Create Outreach Custom Field Mappings
          • Configure Outreach Field Dynamic Picklist
        • Sync Outreach Mappings
      • Outreach Authentication
        • Remove Outreach Account
      • Sync People to Outreach Prospects
        • People Field Mappings
      • Sync Organisations to Outreach Accounts
        • Organisation Field Mappings
      • Sync Workbooks Opportunities to Outreach
        • Opportunity Field Mappings
      • Sync Outreach Tasks/Calls/Meetings to Workbooks
      • Sync Deleted Workbooks Records
      • Outreach Email Events to Online Activities
    • Scribe/Workbooks Connector
      • Connection Setup
      • Connector Control Blocks
      • Worked Example - Create, Read, Update & Delete
  • People & Organisations
    • Introduction to People & Organisations
    • Organisations
      • Displaying & Adding Organisations
      • Customers & Suppliers
    • People
      • Displaying & Adding People
      • Adding People to Outlook
    • Relationships
      • Change Employer Wizard
      • Direct Relationships
      • Third Party Relationships
    • De-duplication and Merge
      • Data Quality
    • Using Postcode Lookup
    • Data Enrichment
      • Introduction to Data Enrichment
      • Setting up Data Enrichment
  • Reporting
    • Introduction to Reporting
      • Creating Reports
        • Standard Workbooks Reports
        • Creating a Pre-populated Report
        • Creating a Report from a Template
          • Report Templates
        • Creating a Blank Report
        • Auto-refreshing Report Views
      • Sharing Reports
    • Using Reports
      • Reporting Explained
        • Adding Targets, Conditional Formatting and CSS Styling
          • Calculated Targets
        • Reporting with multiple currencies
        • Drilling into Summary Views
        • Improving Report Performance & Run Time
      • Displaying reports within Record Views
      • Displaying Reports
        • Reporting Views (Reports on Landing Pages)
      • Adding a Report view to a Dashboard
    • Charts
      • Creating & Using Charts
        • Bar Charts
          • Targets on Bar Charts
        • Line Charts
        • Pie Charts
        • Dial Charts
    • Exporting Reports
      • Emailing Scheduled Reports
    • Advanced Reporting
      • Using Calculated Columns
        • Introduction to the IF Statement
        • Introduction to the CASE Statement
        • Applying Search filters in Calculated Columns
        • Comments in Calculated Columns
        • Financial Year Reporting
        • Introduction to Date Functions in Reports
        • Using Calculated Criteria
      • Audit Reporting
  • Dashboards
    • Adding Elements to Dashboards
      • Configuring Dashboard Elements
    • Dashboard Views
    • Dashboard Fields
    • Creating a Sales Dashboard
    • Adding a Dashboard as a Record Tab
  • Transaction Documents
    • Introduction to Transaction Documents
      • Displaying & Adding Transaction Documents
      • Copying Transaction Documents
      • Transaction Documents Fields Help
      • Transaction Documents Line Items Help
      • Printing & Sending Transaction Documents
      • Managing Transaction Document Currencies
      • Managing Transaction Document Statuses
    • Credit Notes
    • Customer Orders
    • Invoices
    • Quotations
    • Supplier Orders
    • Contract Management
      • Displaying & Adding Contracts
      • Using Contracts with Cases
    • Sagelink
  • Auditing
    • Auditing
  • Configuration
    • Introduction to System Administration
      • Quick Start Wizard
    • Users & Security
      • Users
        • Setting up your Users
        • Disabling Users
      • User Groups
        • Capabilities
        • Creating & Modifying User Groups
      • Permissions
        • Sharing Policies & Mandatory Permissions
          • Configuring the Advanced Security Module
            • Configuring the Advanced Security Module: Segmenting Users by function
            • Configuring the Advanced Security Module: Segmenting Users by location
      • Account Settings
      • Licences & Modules
    • Database
      • Databases
      • Storage Usage
      • Prefixes & Numbering
        • Modifying Object References
      • Export Database
      • Database Settings
    • Accounting
      • Accounting Periods
      • Exchange Rates
        • Setting Exchange Rates
      • Tax Regimes
        • Setting Tax Rates
        • Sales Tax Rulesets
          • Using Sales Tax Rulesets
      • Own Organisations
        • Setting up your Own Organisation
    • Email & Integration
      • Email Settings
        • Setting up your Email Server
        • Using Workbooks Server to send Emails
      • API Keys
      • Web to Case and Web to Lead
        • Setting up a Web2Case Form
        • Setting up a Web2Lead Form
        • Using Web Forms in Workbooks
        • Editing a Web Key Form
      • Preference Centre
      • MailChimp, Constant Contact & dotMailer
      • Loqate
      • Bank Account Validation
    • Customisation
      • Creating & Modifying Picklists
      • Record Types
        • Creating Custom Fields
          • Dynamic Linked Items & Picklists
          • Constrained Dynamic Linked Items (DLI) & Picklists
          • Creating relationships with Dynamic Linked Items (DLIs)
          • Linking Custom Field Values
        • Report-based Custom Fields
        • Linked Fields & Reference Fields
        • Record Templates
        • Form Layouts
          • Customising an Organisation form
          • Read-only Assigned to Fields
          • Card View
        • Customising relationships between parties
          • Configuring Custom Party Relationships
        • Opportunity Stages
      • Custom Records
        • Enabling Custom Records
        • Creating Custom Record Types
          • Editing Custom Record Types
        • Using Custom Records
    • Automation
      • Plugins
      • Processes
        • Process Logging
      • Workbooks Scripts
        • Script Library
        • How Workbooks Runs Scripts
        • Workbooks Script External Access
      • API Data
      • Triggers and Webhooks
        • Configuring Triggers and Webhooks
    • PDF Configuration
      • Modifying Document Templates
        • Adding Terms & Conditions to your Documents
        • Multi-line Value Tags
      • Modifying Default Colours & Images
      • Creating Custom Document Templates
  • Contact Support
    • Contacting Workbooks Support
    • Workbooks CRM Advisory Packs
    • Introduction to the Administrator Service
  • Releases & Roadmap
    • Roadmap
    • December 2020 Release
    • September 2020 Release
    • April 2020 Release
    • January 2020 Release
    • September 2019 Release
    • February 2019 - Event Management Release
    • January 2019 Release
    • October 2018 Release
    • May 2018 Release
    • February 2018 Release
    • January 2018 Release
    • November 2017 Release
    • September 2017 Release
    • June 2017 Release
    • March 2017 Release
    • December 2016 Release
    • August 2016 Release
    • January 2016 Release
  • Workbooks Glossary
    • Workbooks Glossary

Contacting Workbooks Support

At Workbooks we pride ourselves on the quality of our support and work hard to help in resolving any issues as quickly and effectively as possible.

Our support desk is open Monday to Friday (excluding Bank Holidays) from 09:00 to 17:30 (UK time).

Your options for obtaining support depend on the Edition of Workbooks you are using, as described below.

Paid-for Editions of Workbooks Business or CRM Licences

Who can contact the Support Team directly?

For data protection reasons, the Support Team are only able to address issues logged by an Authorised Support Contact. If you are not such a contact, please direct your query to the right person/people within your organisation, who can then raise the issue with our team on your behalf.

All customers using a paid-for edition of Workbooks, such as Workbooks Business or Workbooks CRM licences, are entitled to nominate two Authorised Support Contacts for the first 50 licensed users on their account, plus one additional Support Contact for every 50 users after that.

We recommend that any Authorised Support Contacts have a good understanding of your implementation, coupled with System Administrator capabilities, so that they are able to make any required changes within your database to assist with the resolution of issues.

Customer Support Portal

Authorised Support Contacts should register to use our online Customer Support Portal using the link in the automated registration email they receive. Please contact Support if you require this email to be resent. Having registered, they can log cases via our Customer Support Portal. The benefits of using the Portal include:

  • allowing you to view correspondence for all Cases raised by your organisation, including those that other Authorised Support Contacts have raised. This can be helpful in providing you with information on previously resolved Cases which you can use to resolve similar issues.
  • it is accessible anywhere on the web as long as you have registered and are a current Authorised Support Contact.
  • email notifications keep you up-to-date with the current progress right through to resolution.

You can find the Customer Support Portal by navigating to: www.workbooks.com/support-portal.  Remember, you will only be able to login if you are an Authorised Support Contact for your organisation and you've received a registration email and have activated the link it contains.

Using the portal is our recommended way of logging cases with the Support Team. To find out more about how to use the Portal, please watch the video available to the right of the Case icon above.

Raise a Case via our website

If you are currently an Authorised Support Contact for an organisation subscribed to a paid-for edition of Workbooks you can create a new support Case using the form here, remembering to include as much information as possible.

Call us or send an email

Authorised Support Contacts can email support@workbooks.com or call us on one of the numbers below:

  • UK: +44 (0) 118 3030 101
  • US:  +1 305 260 6448

Unauthorised contacts will have to wait until authorisation has been given before the Support Team can handle the request.

Trial Edition of Workbooks

If you are using the 30-day trial of Workbooks and have a query that you haven't been able to resolve using our Knowledge Base and/or Forum posts, please contact support@workbooks.com providing as much detail as possible about your enquiry.

Free Edition of Workbooks

Users of our Free Edition have full access to our Knowledge Base and, if necessary, can log queries via our Forum.

All Users

Online Resources

First please take a look at the extensive resources online where you will find the answers to most questions about Workbooks.

  • Check out the articles here in the Knowledge Base.
  • Search for an answer in the Forum: someone else may already have provided a solution to your question.

Training

Workbooks is a big product with a lot of features, and to get the most out of your implementation, you may wish to consider training. Our online Training Videos are a great place to start, or you can contact us to arrange a training course.

Workbooks Advisory service

Our standard support service is not a replacement for having your own System Administrator who is able to configure the system and support your users. If you would like to use the Workbooks Support Team for system administration tasks which would not be covered by the standard support service, please take a look at our Advisory service.

  • Contact Support
  • Workbooks CRM Advisory Packs

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