Get product help within the shop workspace

Help provides instructions and a place to report problems. Answers draw on BenchKey's help pages. You can ask a person to join the conversation and follow reports you have submitted.

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Starts on Standard

Help chat guide

Search tickets⌘K 2:31:07 JR

SettingsWorkflow

Statuses & Customer Messages

Step-by-step guide

Set the statuses a ticket moves through and the emails or texts each one sends.

Search statuses All statuses New status

Ticket statuses25

Reset message text to defaults

New Built-inIn progressSends nothing

Ticket Created Built-inNeutralSends nothing

Unassigned NeutralSends nothing

Waiting To Be Mailed In Built-inNeutralSends nothing

Package Received Built-inDoneEmails the customer

Help My requests Expand

ChatBugsIdeas

How can we help?

Ask a question about BenchKey. AI will look for the answer in our help pages.

Common questions about Settings

How do I set up sales tax?How do I set up printing?How do I change my team's roles?

We aim to reply within about 4 hours.

Ask a question…Where do I turn on customer texts for Waiting for Parts?

Seen by you, your shop's owners and admins, and BenchKey.

New conversationTexting customers about parts Expand

Where do I turn on customer texts for Waiting for Parts?

AIBenchKey AI

Checking our help pages…

In Settings, open Workflow, then Statuses & Customer Messages. Open Waiting for Parts and turn on Text the customer. Automatic texts need Pro or Business. U.S. numbers need texting registration approved by your provider first.

I can also do this for you. Tell me what you want changed.

From our help pages

Statuses & automations Texting customers in the US (10DLC)

AI answers can be wrong. A person can always check.

Open Settings > Workflow > Statuses & Customer Messages

Did that answer it? Yes, solved Talk to a person

You asked for a person · 2:14 PM

You're in line for a person. We aim to reply within about 4 hours. We'll also email you at j•••@brightfix.example.

Get an alert when we reply?Turn on alerts

Write a message…Add details for the team…

An owner asks Help where to turn on texts for Waiting for Parts. BenchKey AI links sources and Settings: owners and admins can have this changed. Selecting Talk to a person brings confirmation and the team's reply estimate or return time.

Answers in the app with support available

6

Help My requests Dock to side

ChatBugsIdeas

How can we help?

Ask a question about BenchKey. AI will look for the answer in our help pages.

Common questions about Tickets

How do I create a ticket?What can a status change do automatically?How do I print a ticket label?

We aim to reply within about 4 hours.

Ask a question…My DYMO device labels print too small. Where do I change the size?

Seen by you, your shop's owners and admins, and BenchKey.

1
Ask from the app

Select Help at the bottom of the sidebar, or More then Help on a phone. Describe the task you are trying to complete in Chat.
DYMO label size Dock to side

Today, 2:14 PM

My DYMO device labels print too small. Where do I change the size?

AIBenchKey AI

Checking our help pages…

Open Settings and go to the documents and labels section, then Printed Labels. Set Label size to match your roll. The preview shows what prints.

From our help pagesDYMO, labelsLabel & receipt printing setup

AI answers can be wrong. A person can always check.

Open Settings > Documents & Labels > Printed Labels

Did that answer it?Yes, solvedTalk to a person

Write a message…

2
Read the answer and source

The AI answers from help pages and links its sources. Billing, security, data loss and sign-in questions go to the team when you choose Send to the team.
Some customers appear twice after our import. Can someone check their tickets? Dock to side

Today, 2:40 PM

Some customers appear twice after our import. Can someone check their tickets?

You asked for a person · 2:40 PM

Get an alert when we reply?Turn on alerts

Today, 2:56 PM

Riley from BenchKey joined · 2:56 PM

RRiley · BenchKey

Thanks for flagging this. I'll review the imported customers and their tickets. Which customers show up twice?

Write a message…

3
Bring in a support person

Talk to a person requests a review in the same conversation. Support works during weekday business hours, US Eastern time. Help shows current availability.

Problems and requested changes stay on record

Bug reports and shop ideas are saved alongside support conversations in Help, with status updates you can return to.

Report a bug Expand

What went wrong?

What you did, what you expected, and what happened instead.I cleared the ticket search to see all tickets again, but the list still showed only the search results.

How bad is it?

Small issueSlows us downWe can't work

Add screenshot Attach files

Include technical details What's included

Page: Tickets
App version: v1.44.3648
Browser: Chrome 153 · Mac, 1440 x 900
Recent errors: 0 from the last 15 minutes (error codes and screen names only)
Recent requests: the last 20 app requests (which screen they came from and whether they worked; never what was in them)
Recent buttons: the names of the last 12 buttons you pressed
Your name and email, so we can reply
No customer records, addresses or card numbers are included.

Seen by you, your shop's owners and admins, and BenchKey.

Send report

Bug reports with useful context

Describe the problem and its effect on work. Before sending, inspect the included technical details, such as the page and recent errors.

Cancel Cover details Done

All tickets23 tickets

TicketCustomerDeviceStatus #23115 Marcus Webb iPad Air 5 Customer Reply #23114 Maya Rodriguez iPad (10th gen) In Diagnosis #23113 Linda Alvarez Samsung T7 SSD 1TB In Progress #23112 Nathan Brooks PS5 In Progress #23111 James Chen iPhone 13 Ready for Pickup #23110 Derek Hall Nintendo Switch OLED In Diagnosis #23109 Elena Petrov Galaxy S23 Pending Approval #23108 Sofia Nakamura MacBook Air M2 Waiting for Parts

Drag across anything private, or tap two corners. Covered parts are removed before the screenshot leaves your device.

Undo Add box Clear all

Screenshots with private details covered

A screenshot can be attached with customer details covered. Covered portions are removed on your device before the image is shared.

Device names get cut off on printed receipts Bug · Being fixedBug · Fixed in v1.44.3646 Expand

1ReceivedSep 18
2Being fixedSep 19
3Fixedv1.44.3646 · Sep 22

Fixed in v1.44.3646. You have this fix.

Sep 18, 4:12 PM

Device names get cut off on printed receipts

Sep 19, 10:05 AM

Being fixed · Sep 19

Sep 22, 3:30 PM

Fixed in v1.44.3646 · Sep 22

Still happening? Write here.

Add details for the team…

Reports you can follow

Bug reports show progress as they are received, worked on and fixed. If the problem happens again, reply to the same report.

Ideas shared within the team

Post an idea for teammates to support with Me too. Planned, shipped or not planned labels let the team follow BenchKey's decision.

My requests

Some customers appear twice after our import. Can someone check their tickets?Unread Chat · BenchKey replied · 3m
DYMO label size Chat · Answered by AI · 44m
Device names get cut off on printed receipts Bug · Fixed in v1.44.3646 · 5d

BenchKey

BenchKey replied to your question

Riley · BenchKey

Thanks for flagging this. I'll review the imported customers and their tickets. Which customers show up twice?

Open in BenchKey

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You're getting this because you asked BenchKey for help.

Support replies when you step away

If you have not read a person's reply, it also arrives by email. Answer that email to continue the same support conversation.

Help access and support availability

Standard, Pro and Business include help chat, with faster replies on Business.

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How do I contact a person without using the AI answer?

Type your question to start a conversation, then choose Talk to a person. The team works weekdays, 9 AM to 6 PM US Eastern time. Help shows availability and reply estimates. Business priority aims for sooner replies during the same hours; estimates are targets, not guarantees.

What information can the help AI access?

Help uses your messages, help pages, page context and basic shop details. It can find tickets and customers you can access, but never sees pictures or files. Owners and admins with "Let the AI assistant change settings" enabled preview supported changes, save with Apply and can Undo afterwards.

Who can read my shop's support conversations?

You, the shop's owners and admins, and BenchKey can see your Help conversations and reports. Ideas are shared with your team. Other shops cannot see what you send.

How do I report a billing or account security problem?

Ask in Help about BenchKey charges, account security, sign-in or missing data. Choose Send to the team to send the conversation for urgent attention. It stays in Help for follow-up.

Settings and shop setup

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Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey