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Raise a support case from Bird. Get started with support cases

Raise a support case from Bird

Video guide

Learn how to create and manage support cases in Bird. In this guide, you'll learn how to:

  • Access the support center
  • Create new support cases
  • Manage multiple cases

Step-by-Step guide

To raise a support ticket in Bird, start by clicking the Help icon in the bottom left corner of your Bird workspace. This opens the Help Center where you can access assistance and explore resources.

  1. Click the Help icon - In the bottom left corner of your Bird workspace, click the Help icon to access assistance and explore the Help Center.

  2. Select Support - Choose Support to raise a ticket with a member of the Bird support team.

  3. Create a new ticket - Click Create Ticket in the top right-hand corner.

  4. Choose the product - From the Product dropdown, select the product that needs attention.

    • Example: Select Campaigns for issues related to your marketing campaigns.

  5. Set the priority - Open the Priority dropdown and choose how urgent your request is.

    • For immediate issues, select Priority 1 - Business Critical.

  6. Enter a subject - Add a clear and concise Subject so the support team can quickly understand your issue.

    • Example: "My campaign won’t send."

  7. Describe your issue - Provide a detailed Description of the problem. The more context you give, the easier it will be for the team to help.

  8. Attach supporting files - Add any relevant attachments like screenshots, screen recordings, or videos to help illustrate the issue.

  9. Submit your ticket - Click Submit to send your request. Your ticket will now be created and assigned to a Customer Support representative.

  10. View your ticket - Go to Cases to see your open support requests. Click on your ticket (e.g., "My campaign won’t send") to track progress and view replies.

  11. Reply to your ticket - In the ticket view, type your message in the Write a reply box. You can also add attachments like voice notes, screen recordings, or images.

  12. Send your reply - Click Send message to submit your response and continue the conversation.

  13. Track ticket status - Use the Status tab to monitor the progress of your ticket.

    • Resolved tickets will show as "Resolved."

  14. Close the case - Once the issue is resolved, click Close case to mark it as complete.

  15. Visit the Support Center - Return to the Support Center anytime to track issues, raise new tickets, or provide product feedback.

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