Summary

We understand that when Bynder doesn't work as expected, it can be disruptive, and we are here to support you. For most questions and common troubleshooting issues, our AI Support Agent provides instant answers 24/7. If you require specialized technical investigation or are directed by documentation to escalate, this article will guide you through submitting a support ticket to our team.

Who?

• Bynder Administrators: You have the necessary permissions to submit support tickets directly to the Bynder support team.
• Non-Admin Users: To get help, start by using the AI Support Agent. If you require further assistance, contact your organization's Bynder Portal Administrator. Depending on your portal's configuration, you may also be able to use an internal support form by navigating to Resources > Ask for Support.

Why?

Submitting a support ticket lets you engage technical experts for issues that cannot be resolved through self-service. You should contact support when:

• You encounter a persistent bug after attempting basic troubleshooting.
• You’ve read an article that instructs you to contact support for a specific configuration.
• An error message directs you to submit a ticket.
• You require technical assistance that needs account-level investigation or backend access.
• Your issue is time-sensitive or blocks critical business operations.

How?

1. Navigate to support.bynder.com and click the "Need Help?" button in the bottom right of your screen.
2. Describe your issue in plain language (e.g., "I cannot upload a video").
3. If the AI Support Agent cannot resolve the issue, it will prompt you for your Bynder Portal login email to verify your administrator permissions.
4. Provide the requested troubleshooting details to help resolve your issue quickly. This may include:
   • The specific location of the issue (page, module, or asset ID).
   • The scope of impact (one user, a team, or the entire portal).
   • When the issue first occurred.
   • Your browser type and version.
   • Steps you have already taken (e.g., clearing the cache or opening a new incognito window).
   • Screenshots or screen recordings.
5. Submit the request. You will receive a confirmation within the ticket window, including your ticket number, and an email containing your support ticket number. Reply directly to this email to communicate with the Support team and track your ticket status.

Other Ways to Contact Support

We understand that some organizations have internal AI policies that may restrict the use of automated chat tools. While we encourage using our AI Support Agent for instant 24/7 answers without waiting in a ticket queue, we also offer alternative methods for those who prefer or require them.

Note: The Submit a request dropdown option is exclusively available to users with Bynder portal administrator permissions. If you do not see this option, please contact your internal administrator for assistance.

1. Log in to your Bynder portal.
2. Navigate to Settings > Bynder Resources > Submit a request.
3. Select Submit a request.
4. Complete the form with all requested details, including the impact, reproduction steps, and relevant attachments.
5. Click Submit. You will receive a confirmation email with a tracking link for your request.

FAQ

Q: Can I use the AI Support Agent without logging in? 

A: Yes. The AI Support Agent is available to all users on support.bynder.com and does not require a login. If a ticket needs to be created, the chatbot will ask for the email address associated with your Bynder account to verify your administrator permissions.

Q: Where can I track my open support tickets? 

A: To track the progress of your ticket, locate your original ticket email confirmation. You can reply directly to that email thread to check the status or provide updates to the support team.

Q: Why are my Bynder Portal credentials not working on support.bynder.com? 

A: These platforms use separate accounts. You do not need to log into support.bynder.com to chat with the AI Support Agent or to submit a support ticket.

Q: What types of questions can the AI Support Agent solve? 

A: The agent searches across all Bynder documentation to answer how-to questions, troubleshoot common issues, and check if your problem matches a known active incident.

Q: What types of questions can the AI Support Agent NOT solve? 

A: The agent cannot access your unique portal data, meaning it cannot look for specific assets or provide account analytics. It also cannot answer account management or sales-related questions, such as pricing.

Q: What information do I need to provide when creating a support ticket? 

A: To resolve your issue quickly, the agent or form will ask for:

• Location: The specific page, module, or asset ID where the issue happens.
• Scope: Who is affected (a single user, a specific team, or the entire portal).
• Timeline: When the issue first occurred.
• Environment: Your browser type and version.
• Troubleshooting: Steps you have already tried (e.g., clearing cache/cookies, testing different browsers).
• Artifacts: Relevant screenshots or screen recordings

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