What The Brilliant Directories Support Team Can Help With

Link: https://support.brilliantdirectories.com/support/solutions/articles/5000649876

At Brilliant Directories we know that the only way the software can continue to be successful is if our user base is able to launch and grow thriving internet businesses using the platform.


To make sure that each of our users is put on the path to success, we have a full staff available to help guide all websites admins through the process of launching and growing the business. 


Brilliant Directories is designed to be a turn-key solution to help get the website idea launched quickly. Our support team is here to help navigate and find the settings needed to make desired changes to the website. 


The support team is always here to answer any HOW-TO type of questions and to help resolve any issues that may arise with the default settings & default functionality of the platform. 


Common Support Ticket Topics

  • How to make changes to the text in certain areas of the website
  • How to update the main menu of the website
  • How to import member categories to the website
  • How to setup membership plans on the website
  • How to make design change of colors, buttons, backgrounds, etc...
  • How to edit the SEO elements of specific pages
  • How to edit and place HTML widgets around the website
  • How to upload and include images or banner ads on the website
  • How to make minor CSS changes to align or resize existing elements on a page

Feel free to email our support team for help: 

support@brilliantdirectories.com


Support Staff Information

The support staff are experts on our software platform. All support staff go through months of training covering the best practices for troubleshooting any software issues.

Response Times

Many questions have already been asked by other users of the software, and their responses can be found instantly by searching for the question in the "What Do You Need Help With?" box at the top of our Solution Center Homepage:



For all requests submitted to the Community Forum, as a ticket, or as an email, allow 1 - 2 business days for a response, depending on the complexity of the request:




When submitting a request to the Marketplace, allow 1 - 2 business days to receive a response, as it may take the 3rd party developers who are receiving the request some additional time to analyze the request before getting back with an answer:



We do have limited staff that works through the weekends and most holidays, but note that our staff needs a break every once in a while too, but will be excited to respond to any requests as soon as they are available.


Phone Support

Yes! To purchase a training sessions, click on the link below: 

Brilliant Directories Phone Training

My last training session was 25 minutes long, does the extra 5 minutes roll over to extend other training sessions?


Each training session can be anywhere between 30 minutes to 1 hour in length, but if the full 30 minutes are not used in a given session, the remainder of the time does not roll over to additional sessions. To make the most of each session, we highly recommend preparing a list of questions ahead of time to maximize each session to its fullest. 


Urgent Tickets

In cases like these, feel free to send an email to support@brilliantdirectories.com with "URGENT" in the subject line and the first support staff that is available to respond to the inquiry will do so. This will allow for quick support from a member of the support staff, but be aware that the team member that responds to the inquiry may not be aware of all of the specifics of the project so we may require more information.


Note: Use the "URGENT" designation responsibly.  We absolutely understand the importance of each and every request that is submitted to us, but in order to make sure that everyone gets the urgent help when they need it, please only use this method of contact if the site is completely inaccessible, unusable, or is experiencing another related critical issue.  If we determine that certain users of the software are abusing this, we will have to filter all "URGENT" requests from those users to be treated as normal requests so that this channel can remain open and useful for its intended purpose for the larger user community.



Ticketing System for Websites

For a ticketing system to help your own website customers we recommend https://www.freshworks.com/freshdesk/, that is the one BD uses. Freshdesk alternatives: https://www.helpscout.com/blog/freshdesk-alternatives/


Using the Private Member Chat add-on is a workaround, as well: Utilize Private Member Chat to Provide Live Member Support


We are always happy to help!