Overview
Structur gives you multiple ways to get help, learn new features, and solve problems quickly. Whether you need a fast answer mid-workflow, a step-by-step walkthrough, or direct support from our team, the right resource is always close by.
The fastest way to reach support at any time is the chat bubble in the lower right corner of every screen in Structur. Click it to start a conversation with our support team or search help articles without leaving the app. For deeper learning, the Help Desk gives you 24/7 access to step-by-step guides, best practices, and video tutorials organized by feature.
This guide walks you through every support channel available, when to use each one, and how to get the fastest resolution when something goes wrong.
Understanding Help Resources
What's Available
Structur gives you and your team access to:
Chat bubble - instant access to support and help articles from the lower right corner of every screen in the app
Fin AI - an AI agent inside the chat bubble that answers common questions instantly using Help Desk content. Note that although our AI can answer most questions, a live agent is always monitoring every conversation to ensure accuracy, and jumps in if needed or asked for
Help Desk - a full library of step-by-step articles, best practices, and troubleshooting guides available 24/7
Email support - direct support for technical issues, billing questions, and anything that needs a detailed response
Video tutorials - walkthroughs embedded in Help Desk articles and on YouTube
Community - a space to connect with other contractors, share workflows, and stay updated on new features
Feature requests and bug reports - channels to report issues and help shape the product roadmap
When to Use Each Resource
Use the chat bubble for anything urgent, quick questions, or issues you hit mid-workflow
Use the Help Desk to learn a feature, follow a step-by-step guide, or find answers outside of support hours
Use email support for detailed technical issues, billing questions, or anything that needs documentation
Use the Community to connect with other users, share best practices, and stay current on new features
Use feature requests when something you need doesn't exist yet in the platform
Step-by-Step Instructions
1. Use the Chat Bubble
The chat bubble sits in the lower right corner of every screen in Structur. It's the fastest way to get help without leaving what you're working on.
Click the orange chat bubble in the lower right corner of any screen
The support panel opens with two options:
Ask a question - type your question and Fin AI responds instantly. If Fin can't resolve it, your message routes to the support team
Search for help - search Help Desk articles directly from the panel
For messages that need a team response, a support team member will reply during business hours (Monday through Friday, 8am to 5pm EST)
Note: The chat bubble is available on every screen in Structur. You never have to leave what you're working on to get help.
2. Access the Help Desk
The Help Desk is your 24/7 self-service knowledge base. It's the best place to learn how features work, follow step-by-step guides, and troubleshoot issues on your own schedule.
Click Help Desk in the left sidebar
The Help Desk opens inside the app with a top navigation bar showing Home, Tutorials, Feature Requests, Live Demo, and Contact Us
Use the search bar on the left to find a specific topic, or browse by category:
Getting Started - orientation, setup, and foundational guides
Leads and Estimating - leads pipeline, estimates, proposals, bid packages, takeoff
Project Management - daily logs, schedules, timesheets, submittals, RFIs, files, checklists, selections
Financial Management - budget, subcontracts, bills, expenses, change orders, invoices, allowances
Task Boards - task management across projects
Company Operations - SOPs, org chart, flowcharts, quizzes, forms, scorecards
Settings - users, permissions, cost codes, integrations, QuickBooks
Note: You can also access the Help Desk directly at https://app.structur.com/help-desk.
3. Contact Support by Email
For technical issues, billing questions, plan changes, or anything that needs a detailed written response, email the support team directly.
Email [email protected]
Include the following for the fastest resolution:
Your company name and account email address
What you were trying to do and what happened instead
Any error messages you received
Screenshots or a screen recording if applicable
The browser and device you're using
Steps to reproduce the issue
Note: For urgent issues affecting your business, put URGENT in the subject line and include your phone number. Support hours are Monday through Friday, 9am to 5pm EST. Emails sent outside of business hours are addressed the next business day.
4. Watch Video Tutorials
Video tutorials are available in two places:
Inside the Help Desk - many articles include embedded videos showing exactly how a feature works. Look for video content within any article you open
YouTube - search for the following channels for full walkthroughs, workflow demos, and new feature overviews:
Jesse Lane - the most active channel with regular tutorials and feature walkthroughs
Structur - the official channel for product overviews and announcements
Subscribe to both channels to stay current on new features and best practices.
5. Submit a Feature Request
Have an idea for something that would make Structur work better for your business? Submit it through the Help Desk.
Click Help Desk in the left sidebar
Click Feature Requests in the top navigation bar
Submit your request with a description of the feature, how it would help your business, and any specific use cases
All requests are reviewed by the product team. Popular requests are prioritized for the roadmap.
6. Report a Bug
For anything that appears broken or behaving unexpectedly:
Use the chat bubble for anything urgent - describe what happened and a support team member will follow up
For detailed bug reports, email [email protected] with "BUG REPORT" in the subject line and include:
A description of the bug
Steps to reproduce it
What you expected to happen vs. what actually happened
Screenshots or a screen recording if applicable
Your browser, device, and operating system
Project name and document number if applicable
Critical bugs are addressed immediately. Every report helps make Structur better for the whole community.
7. Join the Community
Connect with other Structur users to share best practices, ask questions, and learn from experienced contractors.
Click Community in the left sidebar to access the community from inside the app
You can also follow Structur on social media for tips, product updates, and announcements.
Note: Social media is not monitored for support requests. Use the chat bubble or email [email protected] for anything that needs a response from our team.
Best Practices
Start with the chat bubble - it's on every screen and connects you to Fin AI or a real person faster than any other channel.
Search the Help Desk before emailing - most common questions already have a detailed article with screenshots and video.
Be specific in support requests - "When I click Send on a proposal I get a Failed to send error in Chrome on Windows" gets resolved faster than "proposals aren't working."
Include screenshots - visual information helps the support team understand and solve issues faster than a written description alone.
Check the Help Desk when you see a NEW badge - when a module in Structur shows a NEW badge, look it up in the Help Desk to get up to speed before diving in.
Share helpful articles with your team - bookmark articles your team references often and share them during onboarding so everyone starts with the same knowledge.
Subscribe to the Jesse Lane YouTube channel - regular tutorials and walkthroughs make it easy to stay current on new features as they ship.
Common Questions
Q: Is support included in my plan?
A: Yes. All plans include access to the Help Desk, Fin AI, and email support. The chat bubble is available to all users from inside the app.
Q: What's the fastest way to get help?
A: Click the chat bubble in the lower right corner of any screen. Fin AI responds instantly to common questions, and if it can't resolve your issue, your message routes to the support team.
Q: How quickly will I get a response?
A: Fin AI responds instantly inside the chat bubble. Live support and email are monitored Monday through Friday, 9am to 5pm EST. Email responses typically come within 1 business day. The Help Desk is available 24/7.
Q: Can I schedule a call with support?
A: Yes. Email [email protected] to schedule a call for complex issues or training walkthroughs.
Q: Is there a phone number I can call?
A: Support runs through chat and email to make sure every issue is properly documented and resolved. The chat bubble is the fastest way to reach a real person.
Q: What if I need help outside of support hours?
A: The Help Desk at https://app.structur.com/help-desk is available 24/7. Fin AI inside the chat bubble can also answer many questions outside of business hours. Email requests sent outside of business hours are addressed the next business day.
Q: How do I report something that's broken?
A: Use the chat bubble for anything urgent. For detailed bug reports, email [email protected] with "BUG REPORT" in the subject line and as much detail as you can provide.
Common Mistakes to Avoid
❌ Don't | ✅ Do |
Email support for a quick question | Use the chat bubble for fast answers without leaving Structur |
Send a vague support request like "it's not working" | Describe exactly what you were doing, what happened, and include a screenshot |
Use social media to report issues or get support | Use the chat bubble or email [email protected] |
Wait until the end of the day to report a critical issue | Mark urgent emails with "URGENT" and include your phone number for a callback |
Skip the Help Desk when learning a new feature | Search the Help Desk first - most features have a full step-by-step article |
Keep helpful articles to yourself | Share them with your team so everyone has the same foundation |