Overview
Structur provides multiple resources to help you succeed with the platform. Whether you need quick answers, detailed tutorials, or personalized support, we've got you covered.
This guide shows you all the ways to get help, learn new features, and maximize your investment in Structur.
Help Desk - Your Knowledge Base
The Help Desk is your first stop for answers and guidance.
Accessing the Help Desk
In the App:
Click the Profile Picture in the bottom left corner
Click Help Desk
Browse articles or search for tutorials
On the Web:
Visit help.structur.com
Search or browse by category
What's in the Help Desk
Comprehensive Articles
Step-by-step guides for every feature
Best practices and tips
Troubleshooting common issues
FAQ sections
Video Tutorials
Watch how features work
See workflows in action
Learn at your own pace
Searchable Knowledge Base
Find answers quickly
Filter by topic or feature
Up-to-date documentation
Organized by Category:
Getting Started
Preconstruction
Project Management
Financial Management
Settings
Email Support
For direct assistance from our support team:
Support Email Addresses
General Support
Email: [email protected]
Response Time: Within 1 business day
Use for: Technical issues, how-to questions, feature guidance, product demos, pricing questions, plan upgrades, invoice questions, payment issues, subscription changes
How to Write an Effective Support Request
Include this information for faster help:
1. Your Account Information
Company name
Email address associated with your account
2. Detailed Description
What were you trying to do?
What happened instead?
Any error messages you received
3. Screenshots or Screen Recordings
Visual information helps us understand faster
Show the exact screen where the issue occurred
4. Steps to Reproduce
List the exact steps that led to the problem
Helps us recreate and solve the issue
5. Browser/Device Information
What browser? (Chrome, Safari, Firefox, Edge)
What device? (Desktop, tablet, mobile)
Operating system version
Live Chat Support
Check the app for a chat widget to connect with support in real-time during business hours.
When Available:
Monday-Friday, 9am-5pm EST
Look for chat icon in bottom right corner
Instant answers to quick questions
Support Hours
Email Support
Monitored: Monday-Friday, 9am-5pm EST
Responses typically within 1 business day
Help Desk
Available 24/7 (self-service)
Always accessible for searching and reading
Live Chat
Monday-Friday, 9am-5pm EST
Emergency Support
For critical issues affecting your business:
Email [email protected]
Put "URGENT" in the subject line
Include your phone number for callback
Describe the business impact
We prioritize urgent requests during business hours.
Video Tutorials
Learn by watching:
Where to Find Videos
In the Help Desk:
Many articles include embedded videos
Watch specific feature demonstrations
See real workflows in action
YouTube Channel:
Jesse Lane - Jesse Lane
Structur - Structur
Subscribe for updates
Playlist organized by topic
New videos added regularly
Community and Resources
User Community
Connect with other Structur users:
Share best practices
Ask questions
Learn from experienced contractors
Discover creative workflows
Product Updates
Stay informed about new features:
Check Help Desk for announcements
Read product update emails
Review release notes
See what's coming next
Social Media
Follow us for tips and updates:
LinkedIn: Structur on LinkedIn
Twitter/X: @StructurApp
Facebook: Structur
Note: Social media is not monitored for support requests - please use email or Help Desk
Submitting Feature Requests
We love hearing from our users!
How to Submit Ideas
Email [email protected]
Include details about:
What feature you'd like to see
How it would help your business
Any specific use cases
Priority level for you
What Happens to Requests
We review all suggestions
Popular requests are prioritized
Implementation depends on demand and feasibility
We can't guarantee all requests will be built
Reporting Bugs
Found something that isn't working right?
How to Report
Email [email protected]
Subject line: "BUG REPORT"
Include:
Description of the bug
Steps to reproduce
Expected vs. actual behavior
Screenshots if applicable
Browser and device information
Project name (If applicable)
Document Number (If applicable)
We Appreciate Bug Reports
Helps us improve the platform
Makes Structur better for everyone
We prioritize bugs based on severity
Critical bugs are addressed immediately
System Status and Maintenance
Checking System Status
For Known Issues:
Check Help Desk announcements
Look for status updates
For Scheduled Maintenance:
We email users in advance
Maintenance typically during off-hours
Minimal disruption to your work
Best Practices for Getting Help
Start with the Help Desk
Before Contacting Support:
Search the Help Desk first
Many questions already answered
Get instant solutions
Available 24/7
Be Specific in Support Requests
Good Request:
"When I try to send a proposal to [email protected], I click 'Send' but get an error message 'Failed to send.' I'm using Chrome on Windows. Screenshot attached."
Vague Request:
"Proposals aren't working."
Follow Up Appropriately
Give us 1 business day to respond
Check spam folder for replies
Respond to questions from support
Close the loop when resolved
Common Questions
Q: Is support included in my plan?
Yes. All plans include email support and access to the Help Desk.
Q: How quickly will I get a response?
Typically within 1 business day during support hours (M-F, 9am-5pm EST).
Q: Can I schedule a call with support?
For complex issues or training, email [email protected] to schedule.
Q: Is there a phone number I can call?
We primarily support via email and chat to maintain quality documentation of issues and solutions.
Q: What if I need help outside of support hours?
Use the Help Desk for 24/7 self-service support. Email requests sent after hours are addressed the next business day.
Tips for Success
Use the Help Desk Actively
Bookmark frequently-used articles
Share helpful articles with your team
Search before asking questions
Keep Learning
Review new product updates
Watch tutorial videos
Read best practice guides
Attend webinars if offered
Provide Feedback
Tell us what's working
Suggest improvements
Report bugs promptly
Request features you need
Build Your Knowledge
Create internal documentation
Train team members
Document your workflows
Share tips within your company