When you submit a request to the Brightmetrics support team, you can view and reply to responses in two ways:
- Logging in and managing your tickets in Zendesk
- Viewing and replying directly from your email
If you prefer to use email, everything is handled within your email provider. To log in and manage tickets through Zendesk, visit support.brightmetrics.com or brightmetrics.zendesk.com — both take you to the same login page.
Submitting a request without logging in
Choose Submit A Request to enter your email address, subject, and description, then attach any relevant files and click Submit. This does not create a Zendesk account — you'll continue to view and reply to responses by email.
Signing in to Zendesk
Choose Sign In to access your tickets. You'll have the following options:
| Option | What it does |
|---|---|
| Sign in with Google | Uses your Google account to sign you in or create an account. |
| Emailed us for support? Get a Password | If you've emailed support in the past, click this to receive a password and access your existing tickets. |
| New to Brightmetrics Support? Sign Up | Creates a new Zendesk account. |
| Email and Password | For returning users — enter your email and password to log in. |
| Forgot Password | Walks you through resetting your password. |
| Switch to agent sign-in | Reserved for Brightmetrics support staff — you will not need this. |
Creating a new account
If you choose Sign Up, you'll be prompted to enter your Full Name and Email Address:
An email will be sent to the address you entered. Click Create a Password in that email:
This will return you to the Sign In page. From there, choose Get a Password to set your password. Your password must be:
- At least 5 characters
- Fewer than 72 characters
- Different from your email address
Managing your tickets
Once logged in, your name will appear in the top right along with links to your Profile, Requests, Contact Details, and Sign Out:
Requests is where you can view your support tickets, knowledge base contributions, and anything you're following. On this page, you'll see the following:
- A Status dropdown to filter what you see.
- My Requests - This is your default view showing all of your requests.
- Requests I'm CC'd on - These are requests you didn't create but were copied on.
- Organization Requests - This will display other requests created by your coworkers, if applicable to your account.
- Click the Subject of a request to open it, view its current status, see attachments and replies, and add a reply if a response is needed.
Questions or feedback? Please email us at support@brightmetrics.com.