Summary

MindBridge offers various types of support services, including: 

• Knowledge base (a self-service portal with over 500 articles)
• Live chat assistance (available through the knowledge base or the app)
• In-app technical support (available through the app)
• Data formatting services (available through the app)
• Your assigned Customer Success Manager (CSM), if applicable
  
  

Knowledge base

Sign in to support.mindbridge.ai to access the entire knowledge base.

The MindBridge knowledge base contains product usage guides, feature documentation, release notes, FAQs, troubleshooting articles, and more. If you have a question about MindBridge, we have an article or guide to help you. If not, contact your CSM.

Some of the most popular documents in the knowledge base include:

• Data extraction guides for common accounting systems, such as Quickbooks, Sage, and SAP
• Documentation for control points and how MindBridge scores risk
• Data checklists and formatting requirements

Access the knowledge base from the MindBridge app

You can also access specific articles directly from the app:

1. Open the MindBridge sidebar ( ) and expand the Support ( ) section.
2. Select Knowledge base.
3. The knowledge base will open as a new browser tab.

Live chat assistance

Get in touch with a member of the Customer Support team. MindBridge live chat can be used for high-level product feature inquiries.

Access live chat from within the MindBridge app

1. Open the MindBridge sidebar ( ) and expand the Support ( ) section.
2. Select Chat with us.

During operating hours, the Customer Support Team will be happy to chat with you directly within the MindBridge app, otherwise, they will get back to you via email.

Open a support ticket from within the MindBridge app

This option securely grants the MindBridge Technical Support team access to your engagement, allowing for hands-on support related to analysis results, applied settings, error messages, and more. 

1. Navigate to the Data Page within your engagement.
2. Open the MindBridge sidebar ( ) and expand the Support ( ) section.
3. Select Raise a ticket.
   A pop-up window appears.
4. Select which area of the app you want help with.
5. Select the type of issue you are experiencing.
   You will see a list of articles that may be helpful in resolving the issue. 
6. Provide additional details about your request.
7. When you are satisfied, Submit the request.

Data formatting services

Note: For help with data files, you must grant access to your engagement and unformatted data files. 

Follow the instructions to submit a data formatting request.

Once the request has been submitted, the MindBridge team will get to work formatting your files. Once we have all the information we need, this process will take 1 to 4 business days depending on the complexity of your file. Once formatting has been completed, our team will contact you via email and you can retrieve your formatted files from within the engagement's file manager.

Customer Success Manager (if applicable)

Your Customer Success Manager (CSM) will assist your team from the very beginning of the MindBridge journey.

A CSM's primary role is to learn your business processes and understand how MindBridge can be integrated easily and effectively. Their ongoing goal is to help you meet your firm's objectives while ensuring that you and your staff are optimizing your firm’s productivity and profitability.

Your CSM is your main point of contact for learning best practices for using MindBridge, as well as advocating your needs to our product team. Reach out to them any time — your feedback matters!

Anything else on your mind? Chat with us or submit a request for further assistance.