Need help? We're here for you!
Any PublicInput admin who is logged in to PublicInput.com can contact us via chat using the chat button in the bottom right corner of any page, including from the knowledge base. If you find a help article that doesn't have exactly what you're looking for, let us know in chat – we're happy to elaborate or help further!
How do I reach Support?
First, log in to PublicInput.com.
Then, click the happy little chat bubble in the bottom right corner of the screen:
The chat bubble appears on most PublicInput pages, as well as on the Knowledge base. You use the chat to search help articles directly in the chat window without leaving PublicInput.com:
or opt to speak with a live Technical Support Representative:
Support chat options:
Need general help?
Select "I need help using PublicInput"
Need assistance with a meeting?
Select "I need help with a virtual public meeting"
Need to report a bug or system issue?
Select "Something's not working"
Need training resources?
Select "Training resources"
Need help with a unique request?
Select "I have a different question"
Please note, some questions & responses are automated. Responding to these questions with pertinent information, such as your project, topic, meeting, or page link, & details about the issue you are having will help the live Support Rep assist you faster.
Chat Support is available Monday through Friday*
9 AM – 8 PM EST
(PublicInput is based out of Raleigh, NC)
8 AM – 7 PM CST
7 AM – 6 PM MST
6 AM – 5 PM PST
*CLOSED for most Federal Holidays
Be sure to check the in-chat notification for upcoming *holiday hours or closures.
You can still submit a support request when the Support Team is out of office. A Support Representative will respond to your request as quickly as possible. Please provide any details that will help them in assisting you!
We always strive to assist you as quickly as possible, and aim to respond to incoming chat messages in 5 minutes or less.
Support: Frequently Asked Questions
Q: "Does Public Input have a 'quick' technical issue checklist?"
Our support articles would be best to review in this case. Just click the chat icon and search your topic, or head to the Knowledge Base at support.publicinput.com to find one of our many "How to" articles. If you still need help, please let us know via chat!
Q: "How often is the Knowledge Base (support articles) updated?"
Constantly! If you notice an article that needs an edit, or don't find the information as helpful as you would like, please let us know so we can improve the article to better help you in the future.
Q: "Do the wait times on the Chat change?"
The chatbot displays a dynamic estimated wait time that fluctuates based on our daily chat volume. Our team aims to respond in <5 minutes!
Q: "What if a have a lot of questions?"
Send a list of your questions to [email protected], and we'll do our best to answer them in a timely manner. If you have questions about your account, contract, or billing, we'll have your Customer Success Manager follow up with you.
Q: "If I have to leave the chat, will I still get a response to my questions?"
Yes - you can check back when you have time, or we can add your email to the chat thread so you can follow up later.
Q: "Is there a Support number that I can call?"
A: We don't offer a direct phone line to Support, but do have Chat Support 🙂👍
Q: "Can a direct phone line be made available?"
A: Chat is usually best because it allows a Support team member to see specific links and account information that will help them troubleshoot the issue. If needed, our Support staff can share a Google Meeting link to join, which works as well as a phone call, with the added benefit of screen share to guide you through the issue or workflow.
Q: "Can someone call me? I prefer a phone call."
A: It's easiest for our Support Reps to troubleshoot via chat, as they can offer a virtual meeting to screen share or opt to join an existing virtual meeting to assist you. If you'd still prefer a phone call, please let support know and provide your phone number via chat so they may call you directly.
Q: "I'm having trouble with a live meeting, and it's hard to figure out what's going wrong, can you help me?"
A: Of course! Feel free to copy and share your Webex/Zoom/Google Meet/MSTeams Meeting link and password in the chat to invite a support team member to join your meeting. They will be able to jump in and troubleshoot alongside you, which is the easiest way to see what's going on and help fix it.
Q: "Is there a way to get a 'human' on the chat when you are in an emergency?"
Yes - our real, live human support representatives would ask the same initial questions that the chatbot asks, so we've automated them to help you faster! The 'human' takes over after you respond to the chatbot's questions, which ask for details about the issue and any link(s) that will help in troubleshooting.
Q: "Is there some kind of 'cheat sheet' that could walk us through common tech issues?"
We have automated tours throughout the platform to help guide you, and if you have a meeting, we have our "Meeting Coach" notifications to assist you. The Meeting Coach lets you know when something isn't connected properly in your meeting.
Q: "I'm more of a night owl, and prefer to work late. Can I still get assistance in the evening?"
That depends on your timezone, but our chatbot can suggest helpful articles 24/7. Feel free to ask questions or let us know about any issues you are having, and our Support team will respond as soon as the workday begins! (9 AM EST)