Accessing Zendesk to View Your Support Requests and Updates

When you submit a request to the support team at Brightmetrics, you may review your replies in 2 ways:

• Logging in and viewing and replying in Zendesk
• Viewing and replying from your email

If you choose to view and reply from your email, all of that is handled from within your email provider.  If you choose to log in and view and reply from Zendesk, we'll provide those details below:

You will log in at support.brightmetrics.com or brightmetrics.zendesk.com, both will take you to the login page for the ticketing system.  Once there, you can choose to:

• Submit A Request
• Sign In

If you choose to Submit A Request, you'll be prompted to enter your email address and give your request a subject and description.  Add any attachments and then choose Submit.  This will not log you into Zendesk, but simply submit your request, and you'll continue to view and reply to responses from your email.

If you choose to Sign In, you'll have a few options:

• Sign in with Google - this uses your Google login to sign you up/in
• Emailed us for support? Get a Password - if you've already emailed us in the past, clicking on this sends you a password to log in and view your already submitted tickets
• New to Brightmetrics Support? Sign Up - This allows you to sign up as a completely new user
• Email and Password - if you are a returning user, you can enter your email address and password for login
• Forgot Password - if you have forgotten your password, you can choose this and the system will walk you through the steps of resetting it
• Switch to agent sign-in - you should never need this.  This area is reserved for Brightmetrics support staff

If you are a completely new user and choose Sign Up, you will be redirected to a form where you will enter your Full Name and Email Address and choose Sign Up:

An email will be sent to the address you entered.  Once you access the email, it will prompt you to click the Create a Password option:

Once you choose that option, it will take you back to the Sign In page since you've now entered your name and email address, and you can choose Get a Password.

When choosing a password, it must be:

• at least 5 characters
• fewer than 72 characters
• must be different from the email address

Once your password is set, you can log in. Once logged in you will see your name in the top right, along with My activities, Edit my Profile, and Sign Out:

My Activities is where you can view your support tickets, contributions to knowledgebase articles, and anything you are following. Click on Requests for a full list of all of your requests, and then Requests I'm CC'd on for a list of those that you are CC'd on:

You can click directly on the subject of the request that you'd like to view and view the current status of any issues.  Once you click on the subject name, the issue will be opened up and you can view any attachments and replies as well as reply to anything that is awaiting a response.

You will also notice that here is the option to open a new request as well as back on the My Activities page.

Questions or feedback? Please email us at support@brightmetrics.com.