Sometimes, you just need a bit of help. Luckily, our awesome Support team is always at the ready.
In this article:
Most platform-related questions are answered in our help center. If you're missing an answer to your question, please let us know by submitting a ticket. We'll address your issue as soon as possible and update our content.
Platform Status page
We post all known issues and their current statuses on our Platform Status page.
If you encounter an issue on the platform, we recommend that you first check the Platform Status page to see if the issue is already known and being addressed by our team.
You can subscribe to receive status updates via email by clicking Subscribe to Updates on the page.
Contacting support
Via in-app chat
The easiest and quickest way to reach out to the Support team is through the in-platform chat. Depending on your package, the team will usually be with you within 5-30 minutes.
Follow the steps below to begin a new chat with Support from within Social Media Management:
- Click the chat icon in the lower-right corner of Social Media Management.
- In the chat panel, click Ask a question to begin a conversation with Support.
- In the following chat window, enter your question and issue details in the text box.
Via email
To get help through email, you can send your request to social-support@brandwatch.com.
You will receive an automated confirmation email shortly after. After you submit your ticket, you will usually receive a reply within 4-24 hours (depending on your Social Media Management package).
Tips for reporting an issue
If you discover an issue with the platform, please consider including the following information when notifying our Support team:
- Description
- The more detailed and accurate your description, the easier it will be for our support team to identify the issue and resolve it.
- Step-by-step
- Providing a detailed description of your actions leading up to the issue helps us to replicate the exact circumstances under which it occurred.
- Screenshots
- An illustration of the issue will help Support locate it.
- Frequency
- Is this the first time you have observed this issue? Or has it happened repeatedly?
- Errors
- If you receive a system error message, please let us know what the message says or take a screenshot of it.
- Generate a HAR file
- A HAR file is a log of network activity (requests and responses) you make in your browser when you access different sites or log into web-based platforms, such as your social media accounts or Brandwatch. These logs of data can be valuable to our technical teams in helping you resolve connection issues you may be experiencing in our platform.
Reaching other departments
If you want to reach other Brandwatch departments, such as Billing or Legal, please reach out to the Support team to get connected.