Getting help

Three places, in order

1. Ask Santara — in-product, can read your workspace. Fastest for “what is the status of…” and “why is this listing not live”.
2. These docs — every page is also markdown if you would rather read it in a tool.
3. Human support — from the same panel as the assistant, escalate to the Santara team. If you have been talking to the assistant, that conversation is carried over.

What to include

Support replies are only as fast as the detail in the first message:

• The workspace and property name.
• The reservation code if it involves a stay.
• The exact date, not “last week”.
• What you expected and what happened.
• The channel, if a channel is involved.

Messages sent from inside the product already carry your workspace, the screen you were on, and your connection status — which is why it is worth using rather than email.

Response times

Support is asynchronous. You get a notification when there is a reply, and the thread stays in the product, so you do not have to keep a tab open waiting.

Reporting something urgent

If a live listing is selling nights at the wrong price, or a channel has stopped taking bookings, say so in the first line. That is treated differently from a question.

Feature requests

Send them the same way. The ones that get built are the ones that arrive with the situation attached — what you were trying to do, and what you did instead.