✍️ Last updated: May 1, 2025

Hey ～ I'm Xiaochang🌭

When thinking about launching Heptabase and Knowledge Management courses in the future, I also asked official customer service PJ to reviewThe previous ultra-long 10,000-word articlebecause it didn't mention the most common user question 'How do I find customer service?', PJ unconsciously made a wish to me wanting an article like this, and I said yes! This feature is really really important, every user needs it, so I'm here to teach you completely how to help you find the Heptabase customer service entry point.

Language

Heptabase Customer support is available in both Chinese & English!!

Someone once asked me: since Heptabase's interface is entirely in English, do I need to use English to communicate with the official team if I have problems?

Chinese Customer Service

Heptabase This productivity tool was invented by Taiwanese people. Although the interface is entirely in English, the customer support team is Taiwanese, so you can easily ask questions in Chinese.

English Customer Service

One requirement to join Heptabase is being proficient in English (since it's an international product). So the customer support staff speak both Chinese and English. If you need English support, you can ask questions directly in English.

Who are the customer service staff

PJ, the customer service specialist, handles first-level inquiries. More complex bugs get transferred to engineers for responses. For product feature suggestions, you might encounter designers Ethan or Alan asking follow-up questions.

Customer Service Specialist PJ

You can think of PJ as Heptabase's first-line window to users, and he's also a senior Heptabase user who loved this software so much he joined the company—a wild but totally sensible life story.

PJ's defining trait is responding with extreme earnestness and care. Whether it's a tiny beginner question or a complex bug, he always replies seriously, telling you what to do next and what the official team will do.

The questions I usually ask are answered by PJ. So far, I've rarely encountered anyone other than PJ responding to my inquiries,because most problems or suggestions are first handled by PJ, and only then escalated to the next level.

Engineer

If it's an extremely difficult technical problem, you might encounter a senior engineer responding (I've heard other users encounter this fairly often), but I've only occasionally encountered them when reporting bugs.

Designer Ethan

If your question concerns product feature suggestions, after PJ responds, software designer Ethan might ask you follow-up questions to gather user needs. Personally, I don't think I've ever encountered him!

Founder Alan

As a nice surprise, sometimes Alan personally responds to user questions, and he mostly shows up in the official Discord community.

Since founder Alan is extremely busy, if you have any issues, please ask PJ in the app instead of trying to reach Alan directly.

Three places to find customer service

There are two official channels to reach customer support. I'll introduce both.

1. Official Email

You can email directly to: team@heptabase.com

2. Official Discord

To access the official Discord community,click here for the link。

The only community platform the official team uses is Discord, a free online real-time text chat, voice, and video software that originated from gamers using it for shared gaming sessions (it's what defeated RC Voice).

There are many channels inside where you can click to chat with others. Think of it like a forum where you track and discuss topics you're interested in.

Questions on Discord usually only get shallow responses. If it's difficult to answer quickly or requires time to test the bug, the official team will ask you to use the 'Bug report & submit feedback' function within the Heptabase app, then ask the same question again.

So next I'll fully explain how to reach customer support through the 'Bug report & submit feedback' function in the app

3. Bug report ＆ submit feedback

The error report and feedback submission feature—as its name suggests—lets you communicate all your needs and ideas about this software to the official team. Below I list common situations where you might need to contact them:

• Bugs you encounter
• Software issues you don't understand
• Features you wish for
• Ideas you want to suggest
• Software Improvement Suggestions

Customer Service Guide Inside the Software

The customer service feature is available on desktop, web, and mobile versions, and I'll introduce them in order.

Desktop & Web Version

These two versions have the same interface, so I'll introduce them together.

1. Open the Heptabase app
2. Click on Bug report ＆ submit feedback Feature
3. A customer service dialog box appears

Mobile Version

Step 1

Open the Heptabase app

Step 2

Click on the profile icon in the top right corner

Step 3

Click on Bug report ＆ submit feedback Feature

Step 4

A customer service dialog box appears

Choose Your Question Category

After entering the dialog box, categorize the question you're asking

Step 1

You'll first be asked to select a language—choose Traditional Chinese or English

Step 2

Select the category that best fits the question you're asking

• I have a question
  Click here for any questions about operations, software, usage methods, or similar topics.
• I want to report a bug
  Select this for any software errors. Complex issues will be personally answered by engineers.
• I want to request a feature
  I call this the 'wish list' feature—if you want the team to build a specific feature, click the 'Request Feature' button.
• I want to provide feedback
  As a user, click here to share any feedback you'd like to give the team.

When you select 'I want to report a bug,' there are more detailed options to choose from, including:

• Severity:
  Critical / Normal / Minor
• Can you reproduce the error?
  Yes / No

You MUST read the next section!! Don't stop after learning how to find customer service—you also need to know how to get the fastest and most complete support response.

How to get a complete customer service response the fastest?

State the conclusion first

First, put your conclusion or problem summary in the first line—this is an inverted pyramid communication technique that lets the support team immediately understand your issue or point.

Write clearly the usage scenario where the problem occurred

What 'usage scenario' were you in when you encountered this problem?

• For example:
  Were you taking reading notes or writing a journal entry when you hit this issue? Being clear about the context helps support understand your situation.

List the steps, explain in bullet points

List the detailed steps that led to the problem.

• For example:
  Describe what you clicked first, which feature you used, and which button you pressed before the bug appeared.

Screenshots, screen recordings, the clearer the better

If the steps or context are too complex, you can record a video for support or take screenshots to walk them through your issue step by step.

If you don't do this, support won't understand your issue and will ask you to take screenshots again, wasting your own time.

Question Case Examples

What Heptabase's official team wants users to know

Even simple questions are welcome to ask

You can reach out to the official team directly for any questions or suggestions, even for seemingly simple questions like "basic operations."

You absolutely won't be bothering anyone

Don't worry about bothering the customer support team—feel free to ask about any issues. The official team welcomes all user inquiries with open arms.

It's better to explain things clearly

Explain your needs as clearly as possible to ensure the team can provide you with comprehensive answers.

Conclusion

Communicating with customer support at any company or brand actually trains your own logic, communication, and language organization skills. I hope this article not only helps you find Heptabase's support, but also improves your life.

Heptabase is currently paid software

Are there any promo codes or discount codes?

• Monthly plan: $11.99 USD/month
• Annual plan: $8.99 USD/month

Monthly cost: $11.99 USD (approximately 390 NTD per month)
Annual cost: Total is $8.99 USD × 12 months = $107.88 USD (approximately 3,300 NTD per year)

Which plan is more suitable for me?

No discount codes unfortunately. However, all accounts can use it free for 7 days. If you're very interested in this note-taking software and want to try it out, you can click the button below to try Heptabase. This would also be like buying Xiaochang a latte, giving Xiaochang more motivation to create and write content. Thank you for reading.

Remember to register using the desktop version (mobile will get stuck and fail at the payment page), and please don't leave this webpage once you click the button, or Xiaochang won't get to drink her latte ...

On 2024/12/09, when I saw this update, my jaw dropped @@. After trying so many Podcast transcript collection software, I didn't expect Heptabase to come up with this feature!

◽ If you just want to try it out, please select the 'Monthly Plan'

Heptabase provides new users with a 7-day free trial period. After the trial period, the monthly subscription fee will be charged.

◽ If you decide to subscribe long-term, please select the 'Annual Plan' (Xiaochang recommends 🌭)

The reason I recommend it is simple: using a notes app for just 1 month is barely enough to feel its power. I jumped in in 2023/09 and bought a year subscription right away. After three months of using it, I became a passionate fan and partner promoter, and that's when I started what you all know as the 'KnowledgeGut' blog.

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🌭 Welcome to the Gut Community 🌭

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If you have any questions about the article content, or if there are any parts you'd like me to elaborate on, feel free to leave a comment below and let me know～
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by Knowledge Management Mentor Xiaochang🌭