Getting help and contacting support

Everyone hits a moment where something doesn't behave the way they expected, or where a feature isn't obvious. That's normal - CultureMonkey is a deep product, and knowing where to look for help is a skill in itself. The good news is that most questions have a fast answer, and this guide shows you exactly where to find it.

We'll walk through every route to getting unstuck: searching this Help Center, using the in-app help, and reaching the CultureMonkey support and customer success team when you genuinely need a human. Just as importantly, you'll learn how to ask well - what to include, how to describe a problem, and how to tell a bug apart from a how-to question - so your request gets resolved on the first reply instead of the third.

The three ways to get help

There are three doors into help, and picking the right one saves you time:

The order matters. Self-service is almost always fastest for how-to questions, because the answer is written, illustrated, and available at 2 a.m. without waiting for anyone. Reserve a support request for the things that genuinely need someone with access to your account - and when you do raise one, the sections below will help you raise it well.

Start with this Help Center

The Help Center - the knowledge base you're reading right now - is the first place to look. It covers the whole product: getting started, building and sending surveys, reading reports, taking action on feedback, integrations, and admin settings. Conceptual explainers (like What is CultureMonkey?) sit alongside step-by-step guides, so whether you want to understand a concept or complete a task, there's likely an article for it.

Because the Help Center is written and maintained, it has a few advantages over asking a person: it's available instantly, it's consistent, and it often shows you the screenshots and exact menu paths you need. For the majority of everyday questions, it's the quickest path to an answer.

If you're brand new, a good starting loop is What is CultureMonkey? to understand the platform, then Navigating CultureMonkey to learn where everything lives, and the Frequently asked questions for the questions people ask most.

How to search the Help Center effectively

Search is the fastest way through a knowledge base - if you search the way it works best. A few habits make a big difference:

• Search for the concept, not the sentence. Type eNPS calculation rather than "how do I work out my employee net promoter score." Short, keyword-style queries match more articles.
• Use the product's own words. The Help Center uses the same labels you see in the app - Surveys, Pulse, Reports, Actions, Participation, Speak Up. Searching with those terms lands you on the right page faster than describing them.
• Start broad, then narrow. If report returns too much, add a word: report builder or report download. If a specific query finds nothing, drop a word and try again.
• Follow the related links. Every article ends with a Where to go next list and shows related articles. These are hand-picked, so they're often a shortcut to the exact page you needed.
• Skim the section headings. Each article's headings become a table of contents. Once you're on a roughly-right page, the headings help you jump straight to your part.

Using in-app help

You don't have to leave CultureMonkey to reach the docs. Open the profile menu in the top-right of the app and choose Help Center - it opens this knowledge base in a new tab, so you can keep your work where it is. It's the quickest bridge from "I'm stuck on this screen" to "here's the article that explains it."

You'll also find contextual help scattered through the product itself: short help text under form fields, tooltips on icons, and empty-state messages that explain what a page does before you've added any data. When a screen offers a "Learn more" link, it usually points to the exact Help Center article for that feature - worth a click before you go looking elsewhere.

Contacting the support team

When the docs don't cover it - or the issue is specific to your account - reach out to the CultureMonkey support and customer success team. The most reliable channel is email:

> support@culturemonkey.io

Send it from the email address associated with your CultureMonkey login where you can, so the team can match your message to your account quickly. If your organization has a dedicated account manager or customer success contact, you can loop them in too - for setup questions and anything strategic, they're often the fastest route.

Some parts of the product also offer a built-in way to flag a problem - for example, error and empty-state messages that invite you to "reach out to support@culturemonkey.io" often appear right where something went wrong. Using those in-context prompts is handy because they point you to the right address at the right moment.

What to include in a support request

This is the single biggest thing you can control. A vague request ("reports aren't working") starts a back-and-forth; a specific one often gets solved on the first reply. Include as much of the following as applies:

The most valuable line in any request is the expected-versus-actual description. "I clicked Download on the report and expected a PDF by email, but nothing arrived after 30 minutes and there's no error" tells the team far more than "the download is broken." Be concrete about the survey name, the button you pressed, and the outcome you were hoping for.

Reporting a bug vs. asking a question

These two need different information, so it helps to know which one you're sending:

• A how-to question is "how do I do X?" or "what does this number mean?" These are usually answered in the Help Center first - search there before you write in. If you still email, just describe what you're trying to accomplish and what's unclear.
• A bug report is "X is behaving wrong." Here, detail is everything: what you did, what you expected, what actually happened, a screenshot, and the steps to reproduce it. The reproduction steps are what let the team confirm and fix the problem.

A quick test: if the answer would be the same for every customer, it's probably a how-to question the docs can answer. If the answer depends on your account, your data, or a specific error you're seeing, it's a support request - and the more reproduction detail you give, the better.

A checklist before you hit send

Run through this quick list before raising a request. Most of the time, one of the first two steps means you don't need to send anything at all:

1. 1Searched the Help Center - tried the concept as a keyword, plus a synonym, and skimmed the related links.
2. 2Checked the FAQ - glanced at Frequently asked questions for the common cases.
3. 3Named the specifics - account, survey/report/page, and your role are all in the message.
4. 4Captured a screenshot - including any error text, so nothing has to be described from memory.
5. 5Wrote expected vs. actual - the gap between them is stated in one clear sentence.
6. 6Added reproduction steps - for a bug, the clicks that trigger it are listed.

Self-service resources

Beyond individual articles, a few resources help you help yourself:

• The Help Center hubs group articles by theme - Getting Started, building surveys, Reports & Analytics, taking action, and admin - so you can browse a whole area rather than search blindly.
• The FAQ collects the questions people ask most, with short, direct answers. It's often the fastest single page to check. See Frequently asked questions.
• Related-article lists at the end of each guide point you to the logical next read, which is handy when you're learning a feature end-to-end.
• In-product help text and empty states explain many screens on the spot, before you ever need to search.

Leaning on these first keeps you in flow and means the support team's time is saved for the issues that truly need a human.

Setting expectations on response

When you email support, you'll get an acknowledgement and then a reply from the team. How quickly a request is fully resolved depends on what it is: a simple how-to answer comes back quickly, while something that needs investigation - reproducing a bug, checking your account data, or involving another team - naturally takes a little longer.

You can speed things along by front-loading detail. A request that already contains the account, the screen, a screenshot, and clear expected-versus-actual notes can often be answered in a single reply, with no follow-up questions. A vague one starts a round of clarifying questions before any work can begin. In other words, the quality of your request is the biggest lever you have on how fast it's resolved.

Frequently asked questions

Where do I find the Help Center from inside the app?

Open the profile menu in the top-right corner and choose Help Center. It opens this knowledge base in a new browser tab, so you don't lose your place in the app.

What's the fastest way to reach a person?

Email support@culturemonkey.io, ideally from the address you use to sign in. If your organization has a dedicated account manager or customer success contact, they're also a great route - especially for setup and strategic questions.

Should I search the Help Center or just email support?

Search the Help Center first for how-to and "how does this work?" questions - the answer is usually already written and available instantly. Email support for bugs, account-specific issues, or anything the docs don't cover.

What should I attach when I report a bug?

A screenshot showing the problem (with any error text visible), the exact survey or page involved, the steps that reproduce it, and a one-line description of what you expected versus what actually happened. Those details let the team confirm the issue without a round of questions.

Why does the team ask which account or survey I mean?

Because CultureMonkey serves many organizations, and support needs to look at your specific workspace. Naming your account and the exact survey, report, or page up front skips that step and gets you to a resolution faster.

Can employees and managers contact support too?

Yes - anyone can search this Help Center, and the support routes are open to all roles. That said, account-level settings and data are usually handled with an admin, so for changes to your organization's configuration it's often quickest to involve an account admin as well.

Where to go next

• New to the platform? What is CultureMonkey?
• Learn where everything lives: Navigating CultureMonkey
• Quick answers to common questions: Frequently asked questions