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Access MindBridge Customer Support

Article author
Jonathon Plowman-Samson
  • Updated

Summary

MindBridge offers various types of support services, including: 


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, ask the Community, or, 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 Get help.
    A window appears with top article suggestions.
  3. Select an article, or enter your search terms into the text box.
  4. Press enter/return on your keyboard to search.
  5. Select an article to read it.


MindBridge Community

The community is a moderated extension of the MindBridge knowledge base and is driven by MindBridge users like you.

In the community you can ask and answer questions, as well as share experiences such as specific use cases.

Access the community

To access the community, go to the knowledge base at support.mindbridge.ai then select Community in the header.


Live chat assistance

MindBridge live chat can be used for high-level product feature inquiries.

Access live chat

  1. Open the MindBridge sidebar and expand the Support section.
  2. Select Get help.
    A window appears.
  3. Select Contact us at the bottom of the window.
  4. Select Live chat.

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.


In-app technical support

Contact the MindBridge Technical Support Team for in-depth inquiries that require access to analysis results, applied settings, error messages, and more.

  1. Open the MindBridge sidebar and expand the Support section.
  2. Select Grant MindBride access.
    A pop-up window appears.
  3. Describe the issue you are facing or the request you want to make.
  4. Check the box to grant the MindBridge team access to the engagement.
  5. When you are satisfied, select Grant Access.
Note: This feature may be turned off by your organization. Contact your App Admin for details.

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?

Head over to the community with your thoughts and inquiries! You can also chat with us, or, submit a request for further assistance.

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