At Brightflag, we pride ourselves on delivering fast, high-quality support to our client users. This article explains what you can expect when reaching out to our Support Team, and how to ensure you get the fastest response possible.
📘 Check out this article:
👉 How to Contact Brightflag Client Support
🔍 How to Contact Brightflag Support
The fastest way to reach our team is by:
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Submitting a request via the Client Help Center
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Using the Help Widget within the Brightflag platform
📧 Emails sent directly to our support email address have a lower priority and may receive a slower response time compared to those submitted through the Help Center or Help Widget.
⏱️ When You’ll Hear Back
We aim to respond to all client inquiries within two business days (48 business hours).
That said, most client users hear back much sooner, especially when contacting us through the recommended channels.
🔑 Client Queries vs. Vendor Queries
It's important to understand that client queries are prioritized significantly higher than those from vendor (law firm) users. This means:
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Client tickets are reviewed and responded to faster.
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Vendor tickets may receive slower response times, particularly if submitted outside the Vendor Help Center.
📣 Top Tip for Admin Users
If you're a client admin user, you play a key role in guiding vendors to use the correct support path. Here's how:
✅ Direct vendors to vendorhelp.brightflag.com – our dedicated Vendor Help Center, full of step-by-step guides, training tutorials, and FAQs tailored for vendor users.
🚫 Avoid instructing vendors to cc or email you with support requests. While it may seem helpful, it can:
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Lead to increased volume of vendor support queries sent your way
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Delay the vendor’s resolution time
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Disrupt the preferred support workflow
📊 With over 20,000 vendor firms using Brightflag globally, only a small portion ever contact clients directly for help. In most of these cases, it's due to skipping or misunderstanding the vendor training process.
🧠 Pro tip: If a vendor contacts you directly, simply reply with a link to vendorhelp.brightflag.com and let them know Brightflag Support will assist them directly through that channel.
Still Have Questions?
Explore the rest of the Client Help Center or reach out to us using the Help Widget in Brightflag for a fast and friendly response.