1. Why is CompTool changing how I contact support?
We’re implementing a new response system to make your experience faster and more consistent. It allows us to track all requests, measure response times, and ensure nothing slips through the cracks.

2. Will I still be working with my same Client Success Manager?
Yes! Nothing changes about who supports you — this new system simply helps us manage requests more efficiently.

3. What if I forget and email my CSM directly?
No problem. During the transition period, your Client Success Manager will forward your message to the response system so it’s properly tracked.

4. Will response times change?
You can expect the same quick responses as before ... if not faster! The new system helps us ensure no message goes unanswered.

5. Can I reply to the ticket emails like normal?
Yes. You can reply directly to the email thread, and all your replies will automatically attach to your ticket.

6. When does this change go into effect?
Starting in December 2025, we’ll begin transitioning clients. By January 1, 2026, all requests should be sent to help@compensationtool.com

7. How can I see what requests I have submitted?
You can easily see what requests you have submitted and whether they are open or close by visiting our Customer Portal. Here is a quick video showing how to use this new feature:

CompTool's New Customer Portal