How to Get Help and Support in Empath
This article explains how to get support and help inside Empath, including email support, in-app chat, the searchable knowledge base, web KB access, strategy calls, and using the feedback portal for feature requests.
How to Get Help and Support in Empath
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Summary
If you need assistance while using Empath, you have several support options depending on whether you are inside the platform or browsing externally. The fastest way to get help while logged in is through the in-app support chat, which connects you with a member of our partner success or development team. You can also email support directly, browse our knowledge base, or schedule a strategy call for enablement-focused questions. This article outlines each option and when to use it.
Option 1: Email Empath Support (Creates a Support Ticket)
Use this option for bugs, errors, unexpected behavior, or questions that require a detailed written explanation.
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Email support@empathmsp.com
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Attach screenshots, error messages, or steps to reproduce
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Your ticket will be reviewed by real humans from our team
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Response time may vary; Empath does not operate a dedicated support department (yet)
Use this method for:
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Technical issues
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Platform errors
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Troubleshooting questions
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Anything that needs written documentation
Option 2: In-App Support Chat (Most Convenient When Logged In)
If you are inside Empath at app.empathmsp.com, you can start a chat from the lower-right corner.
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Click the chat bubble icon
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Answer the initial automated triage prompts
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You will be connected with someone from Partner Success or Development
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Response time may vary, but a human will always respond
Use this method for:
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Quick questions
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Troubleshooting while actively working in Empath
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Issues you want answered without leaving the app
- Chat can be saved and emailed to you
- You can submit screenshots via chat
Additional Options Accessible From the Chat Bubble
Browse the In-App Knowledge Base
Next to the Chat option, click Help to open a fully searchable version of the Empath KB.
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Includes short answers to common questions
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Includes longer video walkthroughs with written transcripts
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Ideal for “how do I…” and “can Empath do…” style questions
Visit the Full Web-Based Knowledge Base
If you prefer a browser version:
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Contains all articles, videos, and deep-dive guides
Option 3: Book a Strategy Call
Strategy calls are best for higher-level questions about rollout, structure, or maximizing Empath.
Book your call here: Strategy Call
Use this method for:
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Planning your team’s learning strategy
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Help building pathways or custom content
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Role development, reporting workflows, or enablement
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Best practices around training, upskilling, and accountability
Please submit bugs directly to support@empathmsp.com or use the chat bubble.
Additional Resources Within Empath
Empath offers courses designed specifically to help you build and manage your training environment.
Recommended courses include:
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“So You’re a Learning Manager” by Keith Craig
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Covers mindset, structure, and practical approaches to running learning programs
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“Tiny Course DIY” by Keith Craig
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A practical, light-hearted guide to making small but high-impact customizations in Empath
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These are excellent for anyone responsible for content creation or training management.
Submitting Product Feedback
Empath welcomes feedback on features, content ideas, and improvements.
To access the feedback portal:
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Click the question mark (?) icon in the upper-right corner
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Select Feedback
Use this for:
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Feature requests
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Suggestions
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Missing content
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UI/UX improvements
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Comments on workflows or enhancements
Do not submit bug reports here. Bugs should always go to support@empathmsp.com.
Empath actively monitors partner feedback and incorporates it into roadmap discussions, so your input directly shapes how the platform evolves.