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Contacting Essal Office Support

If you have worked through the relevant troubleshooting articles and still need help, Essal Office support is available to assist. This article explains how to reach us and what information to include to get the fastest response.

How to Reach Support

Contact Essal Office support through the support portal or help centre:

  • Help Centre: Use the search function to find articles that may answer your question before submitting a ticket
  • Support ticket: Submit a request through the Help Centre's contact form
  • Email: Contact your organisation's designated support address if one has been provided

What to Include in Your Support Request

A detailed, well-prepared request gets resolved faster. Please include:

  • Information: **What you were trying to do**
  • Examples: "I tried to upload a PDF invoice and assign a correspondent"


  • Information: **What happened instead**
  • Examples: "The document processed but no correspondent was assigned"


  • Information: **Steps to reproduce**
  • Examples: A numbered list of exactly what you did


  • Information: **Any error messages**
  • Examples: Copy the exact text of any error shown


  • Information: **Browser and device**
  • Examples: "Chrome 124 on Windows 11"


  • Information: **When it started**
  • Examples: "This has been happening since Monday" or "This is the first time I tried"


  • Information: **Task log entries**
  • Examples: For admin-facing issues, paste relevant task log output

For Administrators: Information to Gather

For technical issues, admins should include:

  • Essal Office version (found in Administration > Settings)
  • Whether the issue affects all users or specific accounts
  • Any recent changes to configuration, workflows, or mail accounts before the issue started
  • Relevant entries from the administration task queue

Response Times

Support response times vary by plan. Check your subscription details or the support portal for current SLA information. For urgent issues affecting all users, mark your request as high priority.

Before You Submit

Check whether your question is already answered:

  • Troubleshooting articles in this category cover the most common issues
  • The FAQ answers frequent general questions
  • The other sections of this Help Centre cover all major features in detail

Most questions can be answered without contacting support. If you do need to reach us, the above information ensures we can help you as quickly as possible.