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How to use the Bigtincan Help Center and Support Portal

Updated

To access the Bigtincan Support Portal, please visit:

You can perform the following tasks in the Bigtincan Support Portal:

  • Access the Help Center for all of Bigtincan’s products and services.
  • Register to submit, append, and check support tickets via the web.

Access the Knowledge Base

Upon accessing the Knowledge Base, use the search bar at the top of the page to enter queries for any  Bigtincan product. If you can't locate the information you’re looking for, you can submit a ticket to the Bigtincan Support team, who will be happy to help you find what you need.

  1. Navigate to https://help.bigtincan.com/hc 
  2. Select the search bar towards the top of the screen.
  3. Search with a keyword or phrase.
  4. Or select a category and browse the sections of articles.

Tip: You can select additional filters after the search results are generated. Select Articles, then a Category to drill down into the related folders.

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Support Portal 

If the relevant or updated information cannot be found, you can submit a ticket so our Support team can help you. 

Submit a support ticket

  1. Navigate to the ticket form by selecting the Submit a Ticket button in the upper right corner of the screen. This will directly prompt you to the ticket form.
  2. Fill in the provided fields with the requested information:
    • Your email address: The email address you'd like to be contacted at.
    • Subject: Short summary of the issue.
    • Description: Please include:
      • Explanation of the issue: Who is affected? What is happening?
      • Business impact: How is it affecting your productivity?
      • Steps to replicate: Please explain how we can replicate the issue. (Numbered steps are appreciated.)
      • Platform details: Please specify which platform (or platforms) the issue is occurring on.
    • Attachments: Please provide any videos, screenshots, or documents that demonstrate the issue.
  3. Cases will show :
    • Ticket ID #
    • Subject
    • Created Date
    • Last Activity 
    • Status 

Note: The ticket status will update as the request is processed with Bigtincan Support (e.g., replies sent from Bigtincan will show 'Awaiting your reply').

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  1. When you click on the Subject, the case view window opens showing additional case details in a 2-column display (case responses on the left, metadata on the right).

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Register an account

If you do not have an account with Bigtincan Support (or previously via Brainshark Support), you can create one with the following steps:

  1. Click the Sign in button near the top-right.sign_in.png
  2. If you've previously communicated with Bigtincan Support, select Forgot a password.
  3. If you haven't opened a Bigtincan Support ticket yet, select Sign up.
  4. Enter the required information and select Sign Up/Submit.
    sign_in_to_Bigtincan.png
  5. Follow the instructions in the email you received to verify your credentials.

Access your support tickets

Once registered, you can access open Support tickets by selecting your name in the top-right corner of the page, and choosing My Tickets from the drop-down menu (see below):

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When you log in, you’ll see a list of your cases as well as a form allowing you to submit new cases to the Bigtincan Support team. 

When you enter a subject for your case, the portal will automatically recommend articles from the Knowledge Base that may help resolve it.

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