Mindtickle Support Services

All Users can directly access Mindtickle’s online knowledge base at help.mindtickle.com, including standard training materials and FAQs.

In addition, Mindtickle Users can use AI-powered chatbot (“Chatbot”) and if not satisfied with Chatbot’s answers, can use Mindtickle’s technical support team by the following means:

• Any Mindtickle User can chat with Chatbot on the web to get quick answers through the admin or learning instances on the Platform.

• If User is not satisfied with the Chatbot’s answer/s, the administrative Users can connect with a Mindtickle technical support team for chat, whereas Users on learning instances can create a ticket as mentioned below.

  • In-platform chat for administrative Users on the web: For immediate support around product related issues in the administrator interface on admin.mindtickle.com, administrative Users (i.e., site owners, enablement admins, group managers, content experts, IT admins) can type into the chat box at the bottom right of their desktop screen.
  • In-platform support ticket submission for end-users on the on learning instances: To report a bug or unexpected behaviour of the Platform, end-users (i.e. learners, managers) can raise a support ticket by clicking the ‘Get Support’ icon at the top right of the Mindtickle desktop screen. When this option is used, the system automatically captures a screenshot along with relevant technical information (browser type, OS etc.) and Users can also include additional comments and description of the issue faced.
• In-app support (for mobile app Users): On Mindtickle’s native iOS and Android mobile apps, Users can click the Help and Support option in the menu to access the online knowledge base. For any additional query, Users can also click the ‘Send Feedback’ option to raise a support ticket
• Email: For specific queries or bugs that need additional description including multiple screenshots etc., Users can directly get in touch with the Technical Support team, by sending an email to [email protected]

Once contacted, a technical specialist from Mindtickle will get in touch directly with the User on their registered email address or through available contact options, within the applicable initial response time described below.

Depending on the customer’s support subscription, a User may be able to access all or some of the technical support options mentioned above. A User should contact the designated employee with Site Owner role on Mindtickle or the customer’s owner of the Mindtickle relationship in their organization to confirm the nature of support subscription available to them.