Under Help in Tendlio’s menu, you can write to us: to ask for help when you’re stuck, to tell us what feels off, or to ask for a feature. A support message carries your setup details with it, so you don’t have to copy anything.
You will learn #
- Which form to use
- What Tendlio sends with a support message, and what it leaves out
- What the page says after you send, and where your messages are kept
- How to send feedback about a page without leaving it
Before you begin #
- Check Resources first. Help → Resources has the guides, and a search box to find one.
- Anyone who can use Tendlio can send a message. Only an administrator can read the messages later, on the System status page.
Choose a form #
Help, in Tendlio’s menu, has three forms:
- Contact support: something isn’t working, or you can’t find how to do something. Tendlio adds your setup details to this one.
- Send feedback: something feels confusing, broken or not quite right, and you’d like us to know.
- Request a feature: you’d like Tendlio to do something it doesn’t do yet. Say what you’d like, and why.
Send a support message #
- In Tendlio’s menu, open Help, and click Contact support.
- Check Your email (so we can reply). It’s filled in with the email of your WordPress account. Change it if you’d like the answer somewhere else.
- Under Message, write what happened: the page you were on, what you clicked, and what you expected to see.
- Click Send request.
Send feedback and Request a feature work the same way. Their buttons are Send feedback and Send request.
What Tendlio sends with your message #
A support message carries your setup details: the same summary as the System status page, with your versions, your settings, your background tasks and your recent errors. Before Tendlio stores an error, it masks any email address in it, so a customer’s email address doesn’t travel with your recent errors. Feedback and feature requests go without the summary.
Every message, from any of the three forms, also carries your store’s name, your site’s address, your Tendlio version and the time you sent it.
If you write to us some other way, include your Tendlio version. It’s at the bottom of every Tendlio page, for example Tendlio v0.1.1037. To include the whole summary, open Help → System status, click Copy diagnostics, and paste it into your message.
What happens after you send #
The page confirms your message with one of two lines:
- “Sent. We’ll get back to you.” means Tendlio delivered the message to us.
- “Saved. We read these before launch.” means the message is saved on your site.
Tendlio keeps the last 50 messages that stay on your site. An empty message isn’t sent: the form asks you to write something first.
Send feedback about the page you’re on #
At the bottom of every Tendlio page, Send feedback opens a small box over the page, so you can look at the screen while you write. You can move it by dragging its top bar.
- Click Send feedback at the bottom of the page.
- Under About, keep This page to send the page’s name along with your message (the box shows it after Page attached), or choose General feedback.
- Check Your email, write your Message, and click Send feedback.
The box then shows a line starting with “Sent.” or “Saved.”, which mean the same as on the forms.
Read the messages you sent #
The messages that stay on your site are listed on Help → System status, under Messages you sent from Help, newest first. Each one shows when it was sent, the address it came from, the form it was sent from, and the whole message. The list shows the newest 10, and says so when there are more.
Only an administrator sees Messages you sent from Help, and it shows only once there’s a message. The messages aren’t part of the summary higher up the page, so a new support message doesn’t carry your earlier ones.
Why a support message carries your setup details #
To answer a question about a stuck analysis or a missing email, we need your versions, your settings and your recent errors. With the summary attached, you only describe the problem, and those details come with it.
Additional resources #
- How to use the System status page: the summary a support message carries, and Copy diagnostics.
- The analysis looks stuck or is taking long
- Tendlio isn’t recording product visits
Frequently asked questions #
Does a support message include my customers' data? #
It carries your versions, settings, background tasks and recent errors, not your customer list. Tendlio masks any email address in an error before storing it.
Where can I see what I sent? #
An administrator sees them on Help → System status, under Messages you sent from Help, newest first.
Which form should I use for an idea? #
Request a feature. Say what you'd like Tendlio to do, and why.