Getting help & contacting Drumkit support

Last updated: March 10, 2026

Getting Help & Contacting Drumkit Support

If you run into an issue with Drumkit, this article will help you figure out who to contact and how to get the fastest resolution.

Step 1: Check the Knowledge Base First

Before reaching out, check if your question is already answered in the Drumkit Help Center. Common topics include:

If your question is not covered in the Help Center, follow the steps below.

For most day-to-day questions or issues, your team lead is your first point of contact. Reach out to your team lead for:

Questions about how your organization uses Drumkit (which inboxes are covered, which TMS you are integrated with, what workflows are enabled)
Issues where Drumkit submitted incorrect data to your TMS and you need it corrected
Situations where a misread or incorrect action affected a live load or a customer communication
Uncertainty about whether an issue is a Drumkit problem or an internal process question
Access or account questions (e.g., you are not seeing Drumkit after joining the team)

Your team lead can also determine whether an issue needs to be escalated to IT or to Drumkit support directly.

Reach out to your IT administrator for:

Drumkit is not appearing in your Outlook ribbon or Gmail sidebar after your team lead confirms the integration should be active
Permission or access errors that prevent Drumkit from loading
Device or browser compatibility issues

For issues that are specific to Drumkit's product and cannot be resolved internally, contact Drumkit support directly:

Contact Drumkit support for:

Persistent misreads on a specific type of email or from a specific carrier or customer
Features that are not working as described in the Help Center
Questions about your account that your team lead cannot resolve
Any issue your team lead has asked you to escalate to Drumkit directly

The more detail you include in your support email, the faster Drumkit's team can investigate. When reaching out, try to include:

What you were doing — e.g., "I was trying to confirm a load creation from a carrier rate email"
What happened — e.g., "Drumkit extracted the wrong pickup date"
What you expected — e.g., "The email said pickup was March 15, but Drumkit showed March 18"
Your email platform — Gmail, Outlook, or Front
How often it happens — Is this a one-time occurrence or does it happen regularly?
The email subject line — This helps the Drumkit team pinpoint the specific message or email type that triggered the issue
Visuals — Screenshots of the Drumkit sidebar showing the incorrect information, or a screen recording of the workflow where the issue occurred, are extremely helpful for diagnosing problems quickly. If you can capture what Drumkit showed vs. what the email actually said, include that

You do not need to include sensitive shipment data, customer names, or carrier details unless Drumkit support specifically asks for them.

Q: I'm not sure if my issue is a Drumkit bug or something my team configured incorrectly. Who should I contact first?

A: Start with your team lead. They have the context to know how Drumkit was set up for your organization and can quickly determine if the issue is internal or needs to go to Drumkit support.

Q: Is there a phone number or live chat for Drumkit support?

A: At this time, Drumkit support is available via email at support@drumkit.ai. Your Drumkit customer success contact may also be reachable directly if your organization was assigned one during onboarding.

Q: How quickly does Drumkit support respond?

A: Response times may vary. For urgent issues affecting live loads, notify your team lead immediately while your support request is in queue so they can help manage the situation in the meantime.

For updates or corrections, please submit a request by reaching out to support@drumkit.ai.