Contacting Support

At Brellium, delivering high-quality support is a core part of our mission.

Embedded directly into the Brellium platform, our chat feature 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 and when to submit a ticket, so you can get the right help at the right time.

The Brellium chat is your go-to tool for day-to-day support. Whether you're reporting an issue or asking a quick question, the entire Brellium support team can view your message and respond according to our support commitments.

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

If your request can’t be resolved in chat, we’ll guide you to the appropriate next step to make sure you get the support you need, whether that's creating a ticket or scheduling a call.

Inside the Support tool, you’ll find the option to create a ticket. Tickets are ideal for requests that require more detailed information and context. Here’s a quick guide to the various ticket types:

What it’s for: For general questions about the product that don't involve fixing or changing something.
​What you’ll do: Provide your name, email, and a description of your inquiry.

What we'll do: Our support team will review your ticket and follow up with information.

What it’s for: Request to add a new question to your question set.
​What you’ll do: Specify the question set, number of questions, and add new questions, their answering instructions, and note type.

What we'll do: Our support team and your account manager will review this request and follow up with you to share recommendations.

What it’s for: Report an issue with a question that isn't behaving as expected.

What you’ll do: Provide the question set, number of questions that need fixing, what is going wrong, and examples.

What we'll do: Our support team will review the examples you share and escalate this to our technical team.

What it’s for: Request to make changes to an existing question.
​What you’ll do: Provide the question set name, original question, reason for the change, and the updated version.

What we'll do: Our support team and your account manager will review the request and provide guidance.

What it’s for: Audits are not appearing or are taking longer than expected to show up.
​What you’ll do: Share details of the notes that are missing and how they were identified.

What we'll do: Our support team will retrace your steps for identifying the missing notes and work closely with our engineering to resolve this in a timely manner.

What it's for: Something in the app isn’t working as expected, such as emails not sending, buttons not responding, or pages not loading correctly.

What you'll do: Provide a description of the issue and any relevant examples.

What we'll do: Our support team will review the issue and escalate it as necessary with our technical team.

While the chat feature can help with almost everything, email is the best place to:

Of course, you’re always welcome to start with the chat—we’ll redirect you to email if needed.