Requesting Support
To get help in Recollective, select the question mark icon in the top-right corner of any page. This Help widget is available to Analysts and Moderators.
Selecting the Help icon opens a window with two options:
- Find Answers: Provides instant access to the Recollective Knowledge Base
- Ask Support: Allows Analysts and Moderators to submit a support request directly to the HelpDesk team.
For Client observers, the Help icon appears grey instead of blue. Selecting the icon will redirect them to the Messages area of a study where they can contact the study Moderator for assistance.
Using the Ask Support option within the platform ensures you get a fast response. You can alternatively reach us by email at helpdesk@recollective.com.
Support Hours
Standard support is available Monday to Friday from 6 AM to 10 PM Eastern Time (excluding Canadian public holidays). Outside of standard support hours, we'll reply as soon as someone is available to help!
If you have an urgent issue that requires immediate action outside of standard support hours, please navigate to https://recollective.com/911 to open an emergency support ticket.
Tips for Participants
When participants select the Help icon, a window opens with the same sections. The destination of each section, however, is unique:
- Find Answers: Instant access to the Tips for Participants Knowledge Base
- Ask Support: Directs participants to the Messages area of the study so they can submit a question to the Moderator.
Recollective does not provide direct end-to-end support to Participants. If a participant has a question, they will need to contact the Moderator of the study. If the Moderator is unable to answer their inquiry, then that Moderator can contact Customer Support on behalf of the participant. Our Customer Support Team will provide their response to the Moderator who can then relay that information to the participant.