Email Support

Chris Quiroz -

Our Email Support is available to all users on FluidReview, including Administrators, Applicants, Reviewers and Recommenders. There are two ways in which you can contact the support team: through the Contact Support section of the site, or by Email.

Our Email Support is available from:

  • Mon-Fri: 6AM EST - 10PM EST
  • Sat-Sun: 10AM EST - 8PM EST

Emails will still be received outside of these times however they will be responded to when our help desk opens in the morning. Between these times we strive for a 1 hour maximum response time!

Contact Support Section

For Administrators

To access the Contact Support form as an administrator click on the Question Mark in the top right corner of the screen and click Contact Support. You can then provide the Subject of your email as well as a detailed description of your question or issue. Within the email body the more information you can provide the better. Depending on the issue you are experiencing you can use the following email template where applicable:

Description of Issue: A general description of the issue that is occurring.
Issue Details: description of the underlying issue being experienced, including the affected area of your site (i.e. Manage Users, Manage Submissions, Reviewer portal, etc.).
Users Involved: E-mail addresses or names of affected individual(s) for us to troubleshoot.
Affected Submissions: At least one example, if applicable. Will assist us greatly in cases where applicants have multiple applications.
Triggers Involved: If applicable, trigger names or direct links to triggers.
Expected Resolution: What are you expecting should happen, or what is it that you would like to happen?

As an administrator you also have the option of requesting Phone Support.

For Applicants, Reviewers, and Recommenders

If you require assistance, please click on your name in the top right corner and then click on Help in the dropdown. You can then provide the Subject of your email as well as a detailed description of your question or issue. Within the email body the more information you can provide the better. Depending on the issue you are experiencing you can use the following email template where applicable:

Description of Issue: A general description of the issue that is occurring.
Issue Details: description of the underlying issue being experienced, including specific tasks, forms, and/or questions in the form(s).
Affected Submissions: Providing us with the URL link(s) to the submission(s) you may be having trouble with, will allow our agents to assist you more efficiently.

 

By Email

You can also reach out to the support desk by email. Feel free to contact our support team at support@fluidreview.com and an agent will make sure to reach out to you in a timely manner! If you are contacting us by Email we do ask that you provide the URL link (Example: sitename.fluidreview.com) of the site you are referring to in your email as well as any other information as per the templates above. This will help us to better assist you!

 

 

 

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