When troubleshooting issues with your emails or templates, ContactMonkey Support may need direct access to review your content. The Share feature enables you to securely grant permission from your dashboard.
When to Share with Support
- You need help with multi-language emails (this method preserves all translation configurations)
- You're experiencing formatting or rendering issues
- Links, buttons, or interactive elements aren't working as expected
- Your email displays incorrectly in certain email clients
How to Share
- Click Emails at the top of your dashboard
- Click Actions beside the email you need assistance with
- Click Share
- Enter cstemplates@contactmonkey.com in the Email field (ensure there are no spaces before or after the email)
- Click Share
What Happens After Sharing
- A copy of your email appears in the Support team's dashboard within seconds
- Your original email remains unchanged in your account
Privacy and Security
Please keep these considerations in mind:
- Only share when needed: Only share emails with cstemplates@contactmonkey.com when specifically requested by the Support team
-
Sensitive information: If your email contains sensitive, confidential, or proprietary information, consider whether it's necessary for troubleshooting:
- You can create a test version of the email with placeholder content that demonstrates the issue
- You can redact sensitive information before sharing
- Inform Support if there are specific sections they should avoid modifying
- Data handling: ContactMonkey Support follows strict data privacy protocols and will only access your shared email to resolve your specific issue
- Revoke access: The Support team will accommodate all requests to permanently delete content that was shared with them
What Support Can See
- Email content, design, and layout
- Multi-language configurations
- Template structure and modules
- Creator name and sharing timestamp
What Support Cannot See
- Your full contact lists or distribution groups
- Other emails you haven't explicitly shared