Help & Support

Panduan untuk mendapatkan bantuan dan dukungan di Malketing.

Akses Help Center

1. Login ke dashboard

2. Klik menu Help & Support di sidebar

3. Atau akses https://app.malketing.id/help-support

Help Center Sections

Section	Description
📚 Knowledge Base	Artikel panduan dan tutorial
❓ FAQ	Pertanyaan yang sering diajukan
🎫 Submit Ticket	Kirim permintaan bantuan
💬 Live Chat	Chat dengan tim support
📧 Contact	Informasi kontak
📊 Status	Status sistem

Knowledge Base

Browse Articles

Category	Description
Getting Started	Panduan untuk pemula
Features	Panduan fitur lengkap
Troubleshooting	Solusi masalah umum
Best Practices	Tips dan trik
FAQ	Pertanyaan umum

Search Knowledge Base

1. Di search bar

2. Masukkan keyword

3. Tekan Enter

4. Hasil pencarian ditampilkan

Popular Articles

Article	Views
Cara Login	10,234
Setup WhatsApp	8,567
Membuat Broadcast	7,890
Import Contacts	6,543
Automation Rules	5,678

Rate Articles

Option	Description
👍 Helpful	Artikel membantu
👎 Not Helpful	Artikel tidak membantu
Feedback	Saran perbaikan

FAQ

Common Questions

Q: Bagaimana cara reset password? A: Klik "Lupa password" di halaman login, masukkan email, follow link di email.

Q: Berapa harga paket? A: Trial gratis 14 hari, Lite Rp 99.000/bulan, Pro Rp 299.000/bulan.

Q: Apakah bisa import dari Excel? A: Ya, format CSV, Excel (.xlsx) didukung. Maks 50.000 baris.

Q: Bagaimana cara hubungkan WhatsApp? A: Settings > Channels > WhatsApp > Connect. Butuh Meta Business Account.

Q: Apakah data aman? A: Data dienkripsi dengan AES-256. Server di Indonesia (AWS).

Search FAQ

1. Di FAQ section

2. Masukkan keyword

3. Hasil ditampilkan

4. Klik untuk expand jawaban

Submit Support Ticket

When to Submit

Situation	Action
Bug/error	Submit ticket
Feature request	Submit ticket
Billing issue	Submit ticket
Account problem	Submit ticket
Urgent issue	Call + Live chat

Creating Ticket

1. Klik "Submit Ticket"

2. Pilih category:

   Category	Description
   Technical Issue	Error, bug, malfunction
   Account	Login, access, profile
   Billing	Payment, invoices, subscription
   Feature Request	Saran fitur baru
   General	Pertanyaan umum

3. Fill form:

   Field	Description
   Subject	Ringkasan masalah
   Description	Detail lengkap
   Priority	Low/Medium/High/Urgent
   Attachment	Screenshot/error log

4. Klik "Submit"

5. Ticket number akan diberikan

Ticket Status

Status	Description
Submitted	Ticket diterima
In Progress	Sedang ditinjau
Waiting on You	Perlu respons dari Anda
Resolved	Solusi diberikan
Closed	Ticket ditutup

Track Ticket

1. Di Help Center

2. Klik "My Tickets"

3. View ticket history

4. Reply ke ticket jika perlu

Ticket Response Time

Priority	Target Response
Urgent	1 jam
High	4 jam
Medium	24 jam
Low	48 jam

Live Chat

Access Live Chat

1. Di Help Center, klik "Live Chat"

2. Atau icon chat di pojok kanan bawah

3. Masukkan nama dan email

4. Start chat

Live Chat Hours

Day	Hours
Senin - Jumat	09:00 - 18:00 WIB
Sabtu	10:00 - 16:00 WIB
Minggu	Tutup

When to Use Live Chat

Situation	Best Channel
Quick question	Live chat
Urgent issue	Call + Live chat
Complex issue	Ticket
Billing dispute	Ticket

Contact Information

Email

Use	Email
General Support	[email protected]
Sales	[email protected]
Billing	[email protected]
Privacy	[email protected]

Phone

Use	Number
Sales	[phone]
Support	[phone]
Emergency	[phone]

Office

Info	Detail
Address	Jakarta, Indonesia
Business Hours	Senin - Jumat, 09:00 - 18:00 WIB

System Status

Check Status

1. Di Help Center, klik "System Status"

2. Lihat status komponen:

Component	Status
Dashboard	🟢 Operational
WebSocket	🟢 Operational
WhatsApp API	🟢 Operational
Email Service	🟡 Degraded

Status Indicators

Status	Meaning
🟢 Operational	Semua normal
🟡 Degraded	Beberapa isu minor
🔴 Outage	Masalah serius
🟣 Maintenance	Dalam pemeliharaan

Subscribe to Updates

1. Di System Status

2. Klik "Subscribe"

3. Pilih notifikasi:

   Option	Description
   Email	Receive email updates
   SMS	Receive SMS for outage
   RSS	RSS feed

4. Submit

Community & Resources

Social Media

Platform	Handle
Facebook	@malketingid
Instagram	@malketing.id
LinkedIn	Malketing
Twitter	@malketing_id

Blog

Content	URL
Tutorials	blog.malketing.id/category/tutorial
Updates	blog.malketing.id/category/whats-new
Tips	blog.malketing.id/category/tips

Webinars

Event	Schedule
Getting Started	Setiap Kamis, 10:00 WIB
Advanced Features	Setiap Selasa, 14:00 WIB
Q&A Session	Setiap Jumat, 16:00 WIB

Self-Service Resources

Video Tutorials

Topic	Duration
Getting Started	15 min
Broadcast Tutorial	20 min
Automation Deep Dive	30 min
Campaign Builder	25 min

Documentation

Doc	Description
API Docs	developer.malketing.id
Integration Guide	docs.malketing.id
SDK Downloads	developer.malketing.id/downloads

Best Practices for Support

1. Before Contacting Support

• Search knowledge base

• Check FAQ

• Review error messages

• Try basic troubleshooting

• Gather relevant information

2. When Submitting Ticket

• Clear subject line

• Detailed description

• Steps to reproduce

• Screenshots/videos

• Expected vs actual

• Browser/device info

3. During Support

• Respond promptly

• Provide additional info requested

• Test suggested solutions

• Update ticket status

4. Feedback

• Rate solution

• Provide feedback

• Suggest improvements

Emergency Contacts

Situation	Contact	Response
Security Breach	[email protected]	Immediate
Data Access Issue	[phone]	Within 1 hour
Service Outage	Check System Status	Auto-update
Legal Request	[email protected]	Within 24 hours