At Brellium, delivering high-quality support is a core part of our mission. As our customers' needs evolve, so does the way we support them. We're excited to announce a new way to connect with us: the Brellium live chat feature.
Embedded directly into the Brellium platform, the chat widget allows you to reach our support team quickly and easily—without ever leaving the site. This article will walk you through how to use the chat, when to submit a ticket, and when to email, so you can get the right help at the right time.
Using the chat widget
The Brellium chat widget is your go-to tool for day-to-day support. Whether you're reporting an issue or asking a question, the entire Brellium support team—including your account manager—can view your message and respond according to our support timelines.
This chat helps streamline and organize your communication, so you don’t need to worry about who to contact or where to send a question. It's the fastest and most efficient way to:
Ask questions about features or usage
Report bugs or site issues
Flag incorrectly answered questions
Let us know about missing audits
If your request can’t be resolved in chat, we’ll guide you to the appropriate next step.
Moving Away from Teams
With the rollout of our chat feature, we’ll be phasing out communication over Microsoft Teams. Centralizing support within the chat ensures nothing gets missed—and makes it easier for you to contact us while staying within the Brellium platform.
Plus, the chat is the only place where you can:
Access our Knowledge Base articles
Submit support tickets
When to Still Use Email
While the chat feature can help with almost everything, email is the best place to:
Schedule meetings with your account manager
Discuss high level project information with your account manager
Make account-related requests, such as renewals, billing questions, or premium feature setup
Of course, you’re always welcome to start with chat—we’ll redirect you to email if needed.
Submitting a Ticket Through Chat
Inside the chat widget, you’ll find the option to submit a ticket. Tickets are ideal for requests that require more detailed information upfront. Here’s a quick guide to the five ticket types:
1. General Issues Ticket
What it’s for: Bugs, login problems, document uploads, or anything disrupting your workflow.
What you’ll do: Provide a subject and description
2. Add Questions Ticket
What it’s for: Requesting new questions for an existing question set.
What you’ll do: Specify the question set, number of questions, and add new questions, their answering instructions, and note type.
3. Fix Question Ticket
What it’s for: Requesting changes for questions that aren’t answering correctly.
What you’ll do: Provide the question set, number of questions that need fixing, what is going wrong, and how the question should be answering.
4. Change/Edit Question Ticket
What it’s for: Editing existing questions.
What you’ll do: Provide the question set name, original question, reason for the change, and the updated version.
5. Feature Request Ticket
What it’s for: Suggesting new features or improvements.
What you’ll do: Tell us what you’d like to see and the goal behind it— all suggestions are welcome!