This guide will walk you through all available support resources and our support portal.
The Ben Help Centre
Our Help Centre is your first stop for support, offering detailed guides for every aspect of the platform:
💳 The Ben Card - Card management resources
➕ My Benefits - Information about core benefits
🖥 The Ben Platform - Platform-wide guidance
🔗 The Admin Portal - Admin centre usage guides
Employee vs Admin Access
Our platform automatically detects your role and provides appropriate access:
Employee Features:
Submit personal support requests
Access chat support
Track personal conversation history
View employee-specific help articles
Admin Features:
View all company tickets (at special request)
Set ticket priorities
Add affected employees
Access admin-specific resources
View detailed ticket information
Chat Support for Employees
Employees can access our chat support directly through the Ben platform:
Click the ? help icon (question mark in a circle) in the navigation bar
Select "Contact support"
Look for support options in the bottom right corner
Click "Send us a message" to start a conversation
Our intelligent Ben bot is available to help resolve common queries quickly and efficiently. If you need to speak with a member of our support team, simply click "Talk to a person" during your chat session.
Quick Tip: The Ben bot is trained on our platform's features and common support queries, making it a fast way to get answers to straightforward questions.
Please note: this feature is not available for Admins as Admin Tickets bypass the bot.
Creating Support Tickets
To submit a support request as a Admin:
Click the ? help icon (question mark in a circle) in the navigation bar
Select "Contact support"
Select "Create a ticket"
Complete the ticket form:
Issue title and description
Affected employees (admin only)
Priority level (admin only)
Supporting screenshots
Click "Create ticket"
Support Portal Features
As an admin, while chat support is available, we recommend creating a support ticket for complex issues that require:
In-depth investigation or troubleshooting
Multiple team member involvement
Documentation of the resolution process
Tracking of company-wide issues
The support portal provides:
Intelligent user detection (Admin/Employee)
Customised support experiences
Direct ticket creation
Ticket tracking and management
Enterprise Support
Enterprise tier customers receive additional support through a dedicated Customer Success Manager, who can assist with:
Platform feature additions
Benefit program expansion
Commercial inquiries
Urgent escalations
Strategic platform optimisation
Need to upgrade your support tier? Compare plans at our pricing page or contact our team for more information.
For any questions about our support services or to request admin access, please reach out to us through the contact support option within the Ben Platform.