ddyQ: Long-term support and future of HelpLoom
Hello,
I purchased two LTDs for HelpLoom and would appreciate some clarity regarding long-term support for the product.
I initially tried reaching your team through the in-app chat. Although it offers the option to connect with a human agent, I waited for approximately two hours without being connected to anyone.
I then emailed HelpLoom support on September 19 regarding a relatively basic account issue. It has now been nearly two days without a response.
This is no longer about that individual support request. My concern is whether LTD customers can expect reliable, ongoing operational support over the long term.
So I’ll ask directly: Is HelpLoom being built and supported as a long-term product, with ongoing support for Sumo-lings, or is there any possibility that the product may be sunset in the foreseeable future?
Thanks
Sayury_Helploom
Sep 21, 2026A: Hey Dilip,
Our business hours are Monday through Friday, from 9:00 AM to 6:00 PM CST. That’s why, if you require assistance from a live agent, it may take a little longer to receive a response if you’re located in a different time zone, or during a weekend.
I couldn’t find any ticket submitted under your name, Dilip Yadav. Could you please confirm the email address you used to create the ticket? I’d be happy to take a look.
Verified purchaser
Hi, I registered the license under my company’s name.
When I originally posted the question, the AppSumo bot declined it because it contained a direct email address.
Please search your inbox for “Management Team” in your hello mailbox. You should be able to locate the original email there.
Also I never recieved any ticket number, so I doubt it even works.
Verified purchaser
For reference, here is the correspondence: https://markuphero.com/share/6ab17040a425535a7b3ea2a2