Support is part of the product. Requests are raised, answered and kept inside brandflare, so a conversation is always where you left it, with its history, and visible to the colleagues who need it.
Open it from Customer support in the avatar menu. You need to be signed in.
Raising a request
The Support page has a short form: a topic, a subject and your message.
| Topic | Use it for |
|---|---|
| Billing | Plans, payments, invoices, downgrades and cancellations |
| Brand data | Something about a brand's setup or results: its competitors, its aliases, an answer that looks wrong |
| Technical issue | Something that isn't working |
| Other | Anything else |
Your plan and the page you were on are sent with the request, and the brand if you were looking at one, so there's no need to explain where you were.
Several places in the product open a request already filled in: asking for a downgrade or a cancellation from Plans & billing, asking for help connecting AI Crawlers, and asking for more brands on a managed account.
Replies
Replies arrive by email and on the request's page. The email carries the full answer and a link back. Answer on the page, not by replying to the email.
When there's a reply waiting, a dot appears on your avatar and a count beside Customer support in its menu, on every page.
Your requests
The Support page lists your open requests in a table, each with its number, topic, when it was last updated, and whose turn it is:
- Awaiting support: it's with brandflare.
- Awaiting your reply: brandflare has answered and is waiting for you.
- Closed.
Open a request to read the whole conversation and reply.
Closing and reopening
- Mark a request as resolved yourself when it's dealt with.
- Requests close on their own seven days after a reply from support that goes unanswered, with an email two days before.
- Replying to a closed request reopens it, so there's no need to start again.
Premium Support
Requests from a workspace on the Agency plan are answered first. There is nothing to switch on and nothing different to do: your plan travels with every request, so raise it in the usual way.
Who sees what
Owners and admins see every request from their workspace, so a billing question a colleague already asked isn't asked twice. Editors and viewers see their own. See teams and roles.
Before you write
Most questions about how something is measured are answered in these docs:
- A number looks wrong? Open it. Every figure leads to the answers behind it, and how checks work explains what is and isn't counted.
- A score differs from the brand's public profile? How the Flare score works explains why.
- A claim was raised that isn't a mistake? Use Not a mistake in Answer Accuracy, and check the fact it was raised against.
- Can't add a brand? Managing brands covers limits, archived brands and extra brands.
If it isn't there, write. A request with the brand, the question and the engine named gets a faster answer than "the numbers look off".