Getting Support
Getting Support
Get the help you need quickly with our support channels and resources.
Self-Service Resources
Documentation
Start here: Most questions answered in documentation.
Browse by topic:
- Getting Started - New user onboarding
- AI Agents - Understanding assessments
- Troubleshooting - Fix common problems
Search: Use search bar (Cmd/Ctrl + K) to find specific topics.
In-App Help
Contextual help: Click ? icon in top nav for help relevant to current page.
Tooltips: Hover over fields and buttons for quick explanations.
Product tours: Interactive walkthroughs for key features.
Video Tutorials
Video library: Organization Settings → Help → Video Tutorials
Topics covered:
- Platform overview (5 min)
- Adding and assessing candidates (8 min)
- Understanding AI agent scores (12 min)
- Team collaboration (6 min)
- Comparison and filtering (7 min)
Knowledge Base
Access: help.candidateaudit.com
Includes:
- Step-by-step guides
- Best practices articles
- Use case examples
- FAQ database
Searchable: Full-text search across all articles.
Contact Support
Support Channels
Email Support
- Address: support@candidateaudit.com
- Response time: Within 24 hours (business days)
- Best for: Non-urgent questions, detailed issues
In-App Chat
- Click chat icon (bottom right)
- Response time: Usually within 1-2 hours during business hours
- Best for: Quick questions, troubleshooting
Phone Support (Professional and Enterprise plans)
- Number: Listed in Organization Settings → Support
- Hours: Monday-Friday, 9 AM - 5 PM PT
- Best for: Urgent issues, complex problems
Support Hours
Standard Support:
- Monday-Friday: 6 AM - 6 PM Pacific Time
- Saturday-Sunday: Email only (responded to next business day)
- Holidays: Limited availability
Priority Support (Enterprise):
- Extended hours: 24/5 (Mon-Fri)
- Weekend emergency line available
- 1-hour response time guarantee
Before Contacting Support
Gather Information
Have ready:
- What you were trying to do: Specific task or feature
- What happened: Error message, unexpected behavior
- What you expected: Desired outcome
- Steps to reproduce: How to recreate the issue
- When it started: First occurrence, frequency
Technical details (if applicable):
- Browser and version (e.g., "Chrome 120")
- Operating system (e.g., "MacOS Sonoma")
- Screenshots or screen recordings
- Campaign and candidate names
- Error messages (exact text or screenshot)
Try Basic Troubleshooting
Before contacting support:
- ✅ Refresh the page (Cmd/Ctrl + R)
- ✅ Clear browser cache
- ✅ Try different browser
- ✅ Check Common Issues
- ✅ Review relevant documentation section
Note what you tried: Helps support skip basic steps and get to solution faster.
Submitting a Support Ticket
Via Email
To: support@candidateaudit.com
Subject line: Brief description (e.g., "Assessment stuck in processing")
Email body:
Issue Summary:
[What's wrong in 1-2 sentences]
Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Error occurs]
Expected Behavior:
[What should happen]
Actual Behavior:
[What actually happens]
Account Details:
- Organization: [Your org name]
- User email: [Your email]
- Campaign (if relevant): [Campaign name]
- Browser: [Browser and version]
What I've Tried:
[Troubleshooting steps already attempted]
Screenshots:
[Attach if applicable]Via In-App Chat
- Click chat icon (bottom right)
- Start conversation
- Describe issue concisely
- Answer agent questions
- Follow suggested solutions
Tip: Chat logs are saved—you can close and return later.
Via Phone (If Available)
- Call support number from Organization Settings
- Have account info ready: Organization name, email
- Describe issue clearly
- Follow troubleshooting steps with agent
- Get ticket number for follow-up
Support Ticket Priority
Priority Levels
P1 - Critical (Enterprise only)
- Production system down
- Data loss or corruption
- Security incident
- Response: 1 hour
- Use: Emergency line only
P2 - High
- Feature not working, blocking work
- Assessments failing for all candidates
- Can't access account
- Response: 4 hours
P3 - Normal (Default)
- Feature partially working
- Question about functionality
- Individual candidate issue
- Response: 24 hours
P4 - Low
- Feature requests
- General questions
- Enhancement suggestions
- Response: 48 hours
Set priority honestly: False urgency delays help for everyone.
What to Expect
Support Process
- Acknowledgment: Auto-reply confirms ticket received
- Investigation: Support team reviews issue
- Initial response: Question, solution, or status update
- Resolution: Fix provided or workaround suggested
- Verification: Confirm issue is resolved
- Ticket closed: You can reopen if needed
Response Times
First response:
- Email: Within 24 hours (business days)
- Chat: Within 2 hours (business hours)
- Phone: Immediate (when available)
Resolution time:
- Simple issues: Same day
- Complex issues: 2-5 business days
- Feature requests: Noted, no guaranteed timeline
Follow-Up
After initial response:
- Check email for updates
- Respond to support questions promptly
- Test suggested solutions
- Confirm when issue is resolved
If no response in expected timeframe:
- Check spam folder
- Reply to original ticket
- Don't create duplicate tickets (delays response)
Escalation
When to Escalate
Escalate if:
- No response after 2x expected response time
- Solution not working after multiple attempts
- Issue impacting business operations
- Need supervisor review
How to Escalate
For existing ticket:
- Reply to ticket email
- Subject: "ESCALATION: [Original subject]"
- Explain: How long waiting, impact to business
For new escalation:
- Email: escalations@candidateaudit.com
- Include: Original ticket number
- Explain: Why escalating
Phone escalation (Enterprise):
- Ask to speak with supervisor
- Reference ticket number
- Explain urgency
Feedback and Feature Requests
Share Feedback
Product feedback:
- In-app: Help menu → "Send Feedback"
- Email: feedback@candidateaudit.com
- Quarterly: User survey (invitation via email)
Feature requests:
- Describe desired feature
- Explain use case: What problem it solves
- Impact: How it would help you
Bug reports:
- Describe unexpected behavior
- Steps to reproduce
- Expected vs actual behavior
Feature Request Status
Track requests:
- Public roadmap: roadmap.candidateaudit.com
- Vote on features you want
- See what's in development
Status updates:
- Quarterly: Email to active users
- Roadmap: Updated monthly
Community Resources
User Community (If Available)
Forum: community.candidateaudit.com
Benefits:
- Ask questions to other users
- Share tips and best practices
- Learn from real use cases
- Vote on feature ideas
Not for: Urgent support issues, account problems
Webinars and Training
Monthly webinars:
- Platform tips and tricks
- New feature deep-dives
- Q&A sessions
- Register: training.candidateaudit.com
On-demand training:
- Recorded webinars
- Certification programs (Enterprise)
- Best practices guides
Account-Specific Help
Implementation Support (Enterprise)
Dedicated support for Enterprise customers:
- Assigned success manager
- Onboarding assistance
- Custom training sessions
- Integration support
- Best practice consulting
Access: Contact success manager directly or escalations@candidateaudit.com
Emergency Contacts
System outage: status.candidateaudit.com Security issue: security@candidateaudit.com Billing: billing@candidateaudit.com Legal/compliance: legal@candidateaudit.com
Tips for Effective Support Requests
Do's
✅ Be specific: "Assessment stuck on candidate John Doe in Engineering campaign" vs "Assessments not working"
✅ Include screenshots: Image worth thousand words
✅ List what you tried: Saves time on basic troubleshooting
✅ Respond promptly: Faster back-and-forth = faster resolution
✅ Confirm resolution: Let support know when fixed
Don'ts
❌ Don't create duplicate tickets: Delays response for all tickets
❌ Don't demand immediate fix: Set realistic expectations
❌ Don't withhold information: More context = better help
❌ Don't use chat for complex issues: Email better for detailed problems
Next Steps
- Review common issues for quick solutions
- Assessment troubleshooting for evaluation problems
- Upload errors guide for file issues
Contact Information
General Support: support@candidateaudit.com
Chat: Click icon in app (bottom right)
Emergency (Enterprise): See Organization Settings → Support
Hours: Monday-Friday, 6 AM - 6 PM Pacific
Status: status.candidateaudit.com