Customer Support
Get help and submit support tickets to the BrandVox support team
Customer Support
Submit support tickets and get assistance from the BrandVox team.
When to Contact Support
- Technical Issues: Platform bugs, errors, or features not working
- Billing Questions: Subscription, payment, or invoice inquiries
- Account Access: Login issues, password recovery
- Feature Requests: Suggestions for new features
- General Inquiries: Questions about plans or features
- Enterprise Solutions: Information about custom plans
Submitting a Support Ticket
Email Address
Your email is automatically populated. All support communications go to this address.
Ensure your email is verified to receive support responses (verify in Profile tab).
Problem Type
Select the category:
- General Inquiries: Questions about features
- Enterprise Solutions: Interest in custom plans
- Technical Issue: Bugs or features not working
- Billing: Payment or subscription questions
- Feature Request: Suggestions for improvements
- Account Access: Login or recovery issues
Severity Level
Indicate urgency:
- Low: General questions, minor issues
- Medium: Some functionality affected but workarounds exist
- High: Significant problems impacting work
- Critical: Complete service outage or data loss
Choose appropriate severity. Critical issues receive immediate attention.
Subject
Clear, concise subject summarizing your issue.
Good examples:
- "Unable to upload brand logo"
- "Billing question about annual subscription"
- "Feature request: Export chat history to PDF"
Description
Provide detailed information:
- What you were trying to do
- What happened (or didn't happen)
- Any error messages
- Steps to reproduce
- What you've already tried
Example:
I was trying to upload a brand logo in Brand Settings.
When I selected my PNG file (logo.png, 500KB), the upload
progress stopped at 50%.
Error: "Upload failed - please try again"
Tried:
- Different browsers (Chrome, Safari)
- Smaller file (200KB)
- JPG format
- Logging out and back in
None worked. Please help!Attachments (Optional)
Attach up to 5 files (10MB each):
- Screenshots of errors
- Example files causing issues
- PDF invoices or receipts
- Documents related to question
Supported: Images, PDFs, documents, logs
To attach:
- Click Choose Files
- Select up to 5 files
- Review selected files
- Click X to remove if needed
After Submission
- Confirmation Email: You receive email confirming ticket receipt
- Ticket Assignment: Routed to appropriate team member
- Initial Response: Most tickets get response within 24 hours
- Resolution: Team works with you to resolve issue
- Follow-Up: Email updates as we work on ticket
Response Times:
- Critical: 2-4 hours
- High: 8-12 hours
- Medium: 24 hours
- Low: 48 hours
Tips for Faster Support
Be Specific and Detailed
Include:
- Workspace name (if applicable)
- Specific feature or page
- Browser and operating system
- Time when issue occurred
- Screenshots
Choose Right Category
Selecting correct problem type ensures ticket reaches the right specialist.
Include Screenshots
Screenshots help us:
- See exactly what you're seeing
- Identify error messages
- Understand your configuration
- Reproduce issue faster
One Issue Per Ticket
Submit separate tickets for unrelated issues. This helps us:
- Track and resolve each independently
- Route to right specialists
- Provide better follow-up
Troubleshooting Common Issues
Support Best Practices
Do:
- ✅ Provide step-by-step reproduction instructions
- ✅ Include screenshots and error messages
- ✅ Specify browser, device, and workspace
- ✅ Describe what you've already tried
- ✅ Use descriptive subject line
Don't:
- ❌ Submit duplicate tickets for same issue
- ❌ Use all caps or excessive punctuation
- ❌ Include sensitive info like passwords
- ❌ Mark low-priority issues as critical
- ❌ Submit multiple issues in one ticket
Enterprise Support
Enterprise customers receive:
- Dedicated Account Manager: Single point of contact
- Priority Response: Faster response for all severities
- Custom SLA: Guaranteed response/resolution times
- Direct Phone Support: Speak with specialists
- Integration Assistance: Help with custom integrations
- Quarterly Reviews: Strategy sessions
Contact us about Enterprise plans through Help tab or Plan tab.
Privacy and Security
All support communications are confidential and encrypted. We never share your information.
When submitting tickets:
- Don't include passwords: We'll never ask for your password
- Be cautious with sensitive data: Avoid unnecessary personal/business info
- Use attachments for sensitive screenshots: Keeps information secure
- Verify email sources: Official BrandVox emails come from @brandvox.com