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Contact Bevy Support

  • Updated

This article explains how to submit and manage Support requests in the Bevy Help Center.

Create a Help Center profile

All that is required to contact our Support Team is an email address. However, we encourage you to sign in to the Bevy Help Center to take advantage of additional features:

  • Submit tickets in Help Center without being prompted to provide your email address
  • Track and respond to your tickets from within the Help Center
  • Add additional CC email addresses to your tickets

The Bevy Help Center login is separate from your Bevy Dashboard login.

To sign up to the Help Center:

  1. From the Bevy Help Center, click Sign In.

  2. On the Sign In form, click Sign Up.
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    If you've contacted the Bevy Support Team using the Bevy request form before signing up for an account, your email address may already be in the system. Click Get a password to finish creating your account.

  3. Enter your full name and email address, and click Sign Up.
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  4. Click the verification link sent to your email.
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  5. Set up a new password, and sign in.

Submit a request

Submitting a request notifies the Bevy Support Team.

Pro Tip: A great request is like telling a quick story. What happened? When did it happen? Why is it important to you? The more context you can share, the faster we can help you.

To submit a request:

  1. From the Bevy Help Center, click Submit a request.

    If you have not signed in, you will need to enter your email address.

  2. From the drop-down, choose the nature of your request:

    • Issue, question, or request regarding Bevy products
    • I need urgent assistance
    • Share feedback on Bevy products
    • Other

    Priorities are automatically assigned by the system for all request types except for "Other." Please refer to the following table to determine your selection:

    Priority Definition
    Urgent The request requires immediate assistance, e.g. it's affecting an ongoing, live event, the site is down, it impacts security.
    High Request is time-sensitive (a blocker) and that doesn't have a workaround
    Normal Request is not time-sensitive or has a workaround 
    Low Feedback, enhancement requests, general questions that don't block progress
  3. Fill in the remaining details. Depending on the nature of your request, form fields may adjust.

  4. Click Submit.

    You'll receive an email to acknowledge your submission. You'll receive another email each time the ticket is updated.

  5. Reply to the ticket from within your email, or from within the Help Center after signing in. All tickets appear under My Requests.

  6. When your ticket is closed, you'll receive another email notification. 

We value your feedback! You'll receive a survey after your request is closed. Please complete it to let us know how we can improve your experience.

Manage your requests

When you create a support ticket, you'll land on the "My Requests" page, which gives you a comprehensive overview of your support interaction.

What You'll See:

Request Details

  • Ticket Title: Clearly shows the subject of your request
  • Status: Indicates current stage (e.g., "Open")
  • Priority: Shows urgency level
  • Creation Date: When the ticket was initially submitted
  • Last Activity: Most recent update timestamp

Conversation Thread

  • View full communication history
  • See responses from support agents
  • Track the progression of your request

Key Action Areas

  • "Add to conversation": Lets you provide additional information
  • "Mark as solved": Option to close the ticket when issue is resolved
  • Assigned Support Agent
  • Name of the representative handling your request
  • Provides a personal point of contact
  • Collaboration Insights
  • CC'd team members visible
  • Shows collaborative nature of problem-solving

Additional Features:

  • Multiple tabs: Requests, Contributions, Subscriptions
  • Attachments section for relevant documents
  • "Back to my requests" for overview of all tickets

 

Manage your Organization's requests

 

For our power users and team leaders, we offer a special view. HQ Administrators can see organization-wide requests, helping ensure no issue falls through the cracks. It's like having a bird's-eye view of all support activities. This permission is granted by support, if needed please create a ticket with the emails to get the permission.

While you have the ability to add valuable comments and insights, we've intentionally preserved the personal connection between the original requester and the support team. You can contribute context and support, but the ultimate resolution (Mark as Solved) remains in the hands of the primary requester. This approach maintains the integrity of individual support experiences while enabling organizational collaboration.

Our support isn't a one-way street. It's a collaborative journey where we work together to find the best solution. Multiple team members might join in to help solve complex challenges, ensuring you get comprehensive support.

Need to involve additional team members? Simply reach out to the assigned support agent. They'll update the CC section in the side panel, ensuring transparent and controlled collaboration. This approach keeps communication clear, focused, and purposeful.