Contacting the Support Team

Sometimes, you just need a bit of help. Luckily, our awesome Support team is always at the ready.

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 from within Social Media Management:

  1. Log into Social Media Management.
  2. Click on the chat icon in the bottom right of the platform.Screenshot 2023-09-25 at 11.41.09 AM.png
  3. Click New conversation to begin a new chat. Social Media Management in-platfom chat.png

Via request form

From our help center, you can submit a Support ticket by clicking Contact Support in the top-right corner.Contact support request form link.png

The request form will ask you to enter in details for your ticket such as a description of your issue, your Brandwatch username, any relevant URLs, attachment uploads, and more. Please see our tips for resolving an issue below for our recommended information to provide.
Support request form.png

After you submit your ticket, you will usually receive a reply within 12-24 hours (depending on your Social Media Management package).

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. Depending on your Social Media Management package, you will usually receive a reply within 12-24 hours.

Via the Engage app

If you're on the go, you can also reach support chat via the Engage mobile app.

In the Engage app, click Settings (cog icon) followed by Support. The same chat window mentioned above will appear on your device, allowing you to send a new message or view previous conversations.

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Note:

Any of your chats that took place on the platform will be accessible via the Engage app and vice versa.


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.

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.

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