# Ben Support a Complete Guide for Admins

A comprehensive guide outlining Ben's support resources, including the Help Centre, Support Portal, and support services.

Written by Konky Wang  
April 22, 2026

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](https://help.thanksben.com/en/collections/2746633-the-ben-card) \- Card management resources
- ➕ [My Benefits](https://help.thanksben.com/en/collections/3400704-my-benefits) \- Information about core benefits
- 🖥 [The Ben Platform](https://help.thanksben.com/en/collections/3400682-the-ben-platform) \- Platform-wide guidance
- 🔗 [The Admin Portal](https://help.thanksben.com/en/collections/3401961-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:
1. Click the **?** help icon (question mark in a circle) in the navigation bar
2. Select " **Contact support**"
3. Look for support options in the bottom right corner
4. 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 an Admin:
1. Click the **?** help icon (question mark in a circle) in the navigation bar
2. Select " **Contact support**"
3. Select " **Create a ticket**"
4. Complete the ticket form:
   - Issue title and description  
   - Affected employees (admin only)  
   - Priority level (admin only)  
   - Supporting screenshots
5. 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](/content/pricing/index.html) 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.