What Happened
Describe the Issue
Explain what you were trying to do, what you expected to happen, what actually happened, and whether the issue is still occurring.
Brilliance One Customer Support
Tell us what happened. We’ll help you move forward.
Submit a support request with the details our team needs to understand the issue, evaluate the impact, and route it to the right person.
Whether you have a question about a feature, configuration, workflow, integration, account behavior, or something that is not working as expected, start here and give us as much useful context as possible.
Support
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Troubleshooting
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Guidance
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Follow-Up
Support Request
Give us the details we need to investigate.
Complete the form below with as much relevant information as possible. Clear details help us understand the request, determine the impact, and respond with the most appropriate next step.
Help Us Help You
Better details. Faster understanding.
A strong support request explains what you were trying to accomplish, what actually happened, how the issue affects your work, and any relevant context that may help us reproduce or understand it.
Business Impact
Tell Us Who Is Affected
Let us know whether the issue affects one user, multiple users, customers, a specific module, an important workflow, or a time-sensitive business process.
Useful Context
Include Relevant Details
Include error messages, record identifiers, page names, steps taken, timestamps, screenshots, or other information that may help explain the problem.
What Happens Next
Submit. Review. Route. Respond.
Submit Your Request
Send the issue, impact, relevant details, and any supporting information through the support form.
We Review the Details
The request can be reviewed for context, urgency, affected area, and the type of assistance required.
We Route the Request
The issue can then be directed to the appropriate support, technical, billing, implementation, or product resource for follow-up.
Common Support Areas
Support across the Brilliance One platform.
Support requests can relate to day-to-day usage, configuration, workflows, integrations, permissions, account behavior, or other parts of the Brilliance One operating system.
Accounts & CRM
Questions involving accounts, leads, contacts, customer records, history, or CRM workflows.
Communications
Email, SMS, messaging, templates, delivery behavior, communication history, and related settings.
Automations
Workflow steps, enrollment behavior, communication actions, delays, triggers, and automation results.
CMS & Forms
Website content, public pages, forms, embedded experiences, lead capture, and related configuration.
Scheduling & Operations
Appointments, resources, projects, tasks, workflow behavior, and operational modules.
Users & Security
Permissions, access, login behavior, roles, security groups, authentication, and configuration.
Integrations
External providers, API connections, credentials, synchronization, connection errors, and provider behavior.
Billing & Account
Invoices, payment questions, service status, account configuration, and billing-related support.
Self-Service Support
Some answers may already be in the knowledge base.
Before opening a support request—or while you wait for follow-up—review the Brilliance One Knowledge Base for feature guidance, configuration information, training documentation, and step-by-step workflows.
- Feature documentation
- Step-by-step instructions
- Configuration guidance
- Workflow explanations
- User training
- Administrator resources
- Common questions
- Operational guidance
Knowledge Base
Find answers without waiting for a support response.
The knowledge base provides a growing library of documentation designed to help users understand the platform and complete common tasks.
Support Guidance
A few things make troubleshooting easier.
Be Specific
Describe the exact page, module, record, workflow, or feature involved.
Include the Error
Copy the actual error message when one is available rather than paraphrasing it.
Share the Steps
Tell us what actions were performed before the unexpected behavior occurred.
Tell Us When
Approximate timestamps can help when activity needs to be compared against application or operational logs.
Explain the Impact
Tell us whether the issue is inconvenient, blocking work, affecting customers, or preventing a critical process.
Avoid Sensitive Secrets
Do not include passwords, private API keys, authentication secrets, or other unnecessary credentials in a support request.
Brilliance One Support
Need help? Start with the details.
Submit a support request with the issue, impact, relevant steps, and useful context so our team can understand the situation and help determine the appropriate next step.
Brilliance One • Support • Documentation • Customer Success