Contact the operator and get answers
When you’re stuck, you can ask GoalTrack Support without leaving the app. Every request and reply stays as a conversation in My requests, so you can find it again later.
Send a request
Section titled “Send a request”- Click Help & contact at the bottom of the sidebar. The top of the window links to these help docs and the keyboard shortcuts.
- On the New request tab, pick a type (How to · Problem · Billing · Feedback · Other) and write a subject and details. If your work is blocked, turn on My work is blocked — we look at it first.
- Click Send. The window changes to “Received — request #number” with the first-reply target time, and a confirmation email goes to your account email.
The workspace-suspended screen, the account-deletion-pending screen, and Settings › Plan & usage (on a paid plan) also have a Contact the operator link. It opens the same window.
What we send with it
Section titled “What we send with it”The “Sent with your request” box shows exactly the values that are sent.
| Item | When |
|---|---|
| Account (email) | Always — that’s where we reply |
| Current workspace and its plan | Always, if you belong to a workspace |
| Current page address (without anything after the question mark) | When “Include current page and browser info” is on |
| Browser info | Same |
| App version · display language | Same |
Turn off “Include current page and browser info” and the last three rows are not sent. Screen contents, screenshots and console logs are never sent.
First-reply target
Section titled “First-reply target”We send the first reply within 1 business day. Business days are Monday–Friday 09:00–18:00 Korea time, excluding Korean public holidays. A request sent outside business hours starts counting at 09:00 on the next business day.
- Sent Friday 17:00 → by Monday 17:00
- Sent Saturday 10:00 → by Monday 18:00
The target time set when we receive your request shows the same value in the window and in the confirmation email. It doesn’t depend on your plan.
Read replies in My requests
Section titled “Read replies in My requests”- See your requests, newest first, on the My requests tab of the Help & contact window or in Settings › My requests. Requests sent from different workspaces appear together, each with its workspace name.
- When we reply, you get an email, the request gets a dot, and its status usually becomes “Reply arrived”. Opening the request clears the dot. The link in the email opens that request directly.
- Open a request to ask a follow-up, or click Mark as resolved when you’re done. Replying to a resolved request within 14 days reopens it. After 14 days, please send a new request.
- The status usually moves from Received → In review → Reply arrived → Resolved (a reply can also resolve the request right away).
- You can reply to a reply email and it will reach the operator, but it isn’t added to the My requests conversation. Replying in My requests reaches us faster.
Limits
Section titled “Limits”- One person can send up to 5 new requests per hour.
- One person can have up to 10 unresolved requests. Mark finished requests as resolved to send new ones.