š 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.
š Understanding Help Resources
ā” 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. A live agent is always monitoring every conversation 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 billing questions, plan changes, and anything that needs a detailed written 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
š When to Use Each Resource
Use the chat bubble for anything urgent, quick questions, issues you hit mid-workflow, and to report bugs
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 billing questions, plan changes, 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
š 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) or 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, Leads and Estimating, Project Management, Financial Management, Task Boards, Company Operations, and Settings
Note: You can also access the Help Desk directly at https://app.structur.com/help-desk.
3. Contact Support by Email
For billing questions, plan changes, or anything that needs a detailed written response:
Email [email protected]
Include: 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, and steps to reproduce the issue
Note: To report a bug, use the chat bubble instead. It is faster and you can attach screenshots directly. Support hours are Monday through Friday, 8am 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
YouTube -- search for: Jesse Lane (the most active channel with regular tutorials and feature walkthroughs) and 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
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
Report bugs through the chat bubble. It is the fastest way to reach us and it keeps the whole conversation in one place.
Click the orange chat bubble in the lower right corner of any screen
Describe what happened 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/operating system, and the project name and document number if applicable
A support team member picks it up from there and follows up in the same conversation
Note: Attach screenshots straight into the chat. We can ask follow up questions in the same thread, so nothing gets lost between replies. Critical bugs are addressed immediately.
7. Join the Community
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.
ā 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.
Report bugs in chat, not by email -- you can attach a screenshot on the spot and we can ask follow up questions in the same thread.
Search the Help Desk first -- 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.
ā 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, 8am 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. Messages 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 in the lower right corner of any screen. Describe what happened, attach a screenshot, and include the project name and document number if it applies. A support team member follows up in the same conversation.
ā ļø Common Mistakes to Avoid
ā Don't | ā Do |
Email a bug report and wait for a reply | Report it in the chat bubble so we can ask questions in the same thread |
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] for billing and account questions |
Wait until the end of the day to report a critical issue | Open the chat bubble as soon as it happens and tell us the business impact |
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 |