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How to submit a request for Support

Updated

When you need help, you can open a Support ticket on our Help Centre or escalate one you previously submitted.

 

Follow this simple process to streamline your experience and ensure your request is addressed promptly. In this guide, we'll walk you through the step-by-step process of submitting a request for support, making your interaction with support teams smoother and more effective.

 

Determine the Right Ticket Categories

The first step is to identify the appropriate category for your support request.
Select the Ticket Category and Subcategory that best describe the issue you’re experiencing or the type of support you need. Choosing the correct Ticket Category ensures your request is assigned to the right Bulbshare SMG team for resolution.

 

Ticket Categories

 

Sub-categories Under REQUEST

Choose this category when you need help setting up, updating, or requesting support for a task.

Sub-categories Under REQUEST Types of Requests
Organisation Access  
  • Request to create a new user account or grant platform access.
Onboarding
  • Initial onboarding – First-time onboarding session.
  • Follow up onboarding – Additional session to cover specific areas.
  • Onboarding refresher – Refresher training for existing users.
Brief Creation & Launch
  • Reward set up support – Assistance with configuring rewards.
  • Tag creation support – Help with setting up or updating tags.
  • Stim support – Help uploading or updating stimulus materials.
  • Launch support – Guidance or checks before launching a brief.
  • URL creation support – Assistance creating or adding URLs in briefs.
  • Logic set up support – Help with setting up logic.
  • Linked briefs set up support – Assistance linking related briefs (before launch).
  • Other Brief request – Any other brief-related support not listed above.
Community
  • Active users confirmation – Request to confirm user activity status.
  • Profiling / segmentation details – Request for profiling or segmentation data.
  • Tag details – Request for specific tag information.
  • Other community/channel request – Any other community or channel-related request not listed above.
Other request
  • Any other request not listed above.

Sub-categories Under PROBLEM

Choose this category when you encounter a technical problem or system error.

Sub-categories under PROBLEM Types of Problem
Login issues
  • You’re unable to log in or access your account.
Dashboard and Report issues
  • Errors, missing data, or loading issues in reports or dashboards.
Bulbshare App issues
  • You’re having technical issues within the Bulbshare mobile app.
my.bulbshare.com issue
  • You’re encountering problems on the my.bulbshare.com platform (e.g., page not loading, functions not working).
Reward issues
  • Rewards are not showing, redeeming incorrectly, or not updating as expected.
Tagging issues
  • Tags are missing, incorrect, or not applying properly to content or responses.
Audience set up issue
  • You’re unable to create, edit, or apply audience settings correctly.
Other technical issues
  • Any other technical problems not listed above.
Product feature

Select this category when you want to submit a product feature feedback or request. We will pass it to our internal team.

Sub-categories under Product feature Types of product feature tickets
New Feature Request
  • You’d like to request a new product feature that isn’t currently available. Please provide as many details as possible — our product team will review your request and evaluate its feasibility.
Existing Feature Feedback & Improvements
  • You’d like to share feedback or suggest an improvement related to a feature that already exists in the product. Please provide as many details as possible so we can review your input and share it with our product team.
Ask QUESTIONS

Select this category when you have a question for us.

Sub-categories under Ask a question Types of Questions
Access & Accounts
  • Questions related to logging in, permissions, or account access.
Analysis & Results
  • Questions about data interpretation, report findings, or insights.
Brief Creation & Launch
  • Questions about building, editing, or launching briefs.
Channels & Communities
  • Questions about managing channels, audiences, or community setup.
Participation & Engagement
  • Questions about user activity, engagement rates, or response levels.
Other question
  • Any question not listed above.

 

Submit a Request

  1. Open the Support homepage and hit the Sign in button on the top right.

     

  2. Sign in to the Help centre by supplying your login credentials.

     

    Note: If you don't yet have an account, follow the links below Sing in as applicable to your scenario. Detailed steps can be referenced from the How to Sign Up article. 

  3. To submit a request, click on either link to "Submit a Request" on the Support homepage as shown in the image below.

    Note: For convenience, you can also bookmark the URL: https://help.bulbshare.com/hc/en-us/requests/new which directly takes you to the ticket submission form.

  4. On the Submit a request form, fill out the required fields with the necessary information.

     

    Required Fields

    • Ticket Category - Select the appropriate category and subcategory that best describe your issue or request
    • Subject - Provide a brief summary of your request.
    • Priority - Specify the priority of your request (please note that the Bulbshare SMG team may lower or raise the priority based on the request itself). Refer to "Understand your request priority levels" article for more details. 
    • Description - Include all relevant details the Bulbshare SMG team will need to handle your request efficiently.

    • Additional Fields – Some fields may be mandatory depending on the selected ticket category. Please complete all required fields to ensure your request is processed without delay.

    Optional Fields

    • Fields marked as optional are not required when submitting a request but they can provide additional value to your request, make sure to fill them out if needed.
    • Attachments - Attach files related to the request or supporting files necessary to address a concern (screenshots, reports, etc.).

  5. Click the Submit_button.png  button after filling out the form.

    You should see a notification afterward saying that your request was successfully submitted, and opens your My activities page showing the request you just submitted. From the My activities page, you can add additional information and keep track of all your requests and their status(es). To know more, please visit the related article below.

    Tracking Your Requests via the My activities page

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