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Getting Support

Get Support hours, holidays and SLA status, the five required Share Feedback fields and Urgency levels, and when to email support@seekinsights.com.

The Insight Cloud Profile Menu is the dropdown that opens from your avatar in the bottom-left corner of the sidebar.

Besides Settings and Logout, it holds the tools for getting help and giving input without leaving the platform: Help Center, Get Support, What's New, and Share Feedback.

These replace the former Contact Us option, also referred to as Contact Support, Talk to Someone, Report a Bug, Submit an Idea, or Feature Request.

Applies to: Insight Cloud
You'll need: An activated Insight Cloud account. Any role can use all four tools. You do not need to be signed in to open the Help Center.
Last reviewed: 2026-10-16

Where to find the Insight Cloud Profile Menu

  1. Sign in to Insight Cloud.

  2. Select your profile avatar in the bottom-left corner of the navigation bar.

The profile menu lists these options, in this order:

  • Settings

  • Help Center

  • Get Support

  • What's New

  • Share Feedback

  • Logout

Which profile menu option to use

• Use Settings for your own account details: profile picture, name, job title, email address, and password. See Personal Settings.

• Use Help Center to read articles on how Insight Cloud works.

• Use Get Support for an open-ended question or problem you need to share with Seek.

• Use What's New to see what recently changed in Insight Cloud and why something may now behave differently.

• Use Share Feedback for a detailed request or problem report, including anything where you want to attach evidence or flag how urgent it is.

How Get Support works

Get Support is an open-ended, text-based chat inside Insight Cloud. You type your question or problem to a Seek team member, and a person answers it. You do not have to switch to email, and the conversation stays in the platform.

After you send a message for support, your request is routed to a support engineer based on the topic / content. A conversation becomes a ticket only when necessary, meaning the support topic results in a change that Seek needs to make.

You can send a Get Support request at any time. Get Support is staffed Monday through Friday, 9 AM to 5 PM Eastern Time (ET), and Seek observes the same holidays as the email Help Desk: New Year's Day, Martin Luther King Jr Day, Presidents Day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day. Get Support is not bound by specific service level agreements (SLAs) at this time. Seek's team responds to support requests as they are received, so there is no guaranteed quick response, including outside the hours above.

To provide the most detailed information about how urgent an issue is, use Share Feedback, which has an Urgency field. The urgency levels are listed under How Share Feedback works.

How Share Feedback works

Share Feedback is a detailed form in the profile menu for requests and problem reports. It accepts screenshots, files, and recordings as evidence, and lets you flag urgency.

  1. Select your profile avatar in the bottom-left corner.

  2. Select Share Feedback.

  3. Complete the five required fields below. Add evidence if it helps.

  4. Submit the form.

The Share Feedback form has these fields. The first five are required. The evidence field is optional.

Field

Required

What to enter

Feedback title

Yes

A short name for the request or problem.

Feedback description

Yes

A fuller description.

What is happening or needed

Yes

The problem you see, or what you need Insight Cloud to do.

Walk us through it step by step

Yes

Specific and detailed steps you took, in order.

Urgency

Yes

How impactful the issue is. Choose one of the five levels below.

Evidence

No

An optional screenshot, file, or recording.

The Urgency field has five levels:

Urgency level

When to choose it

Emergency

I cannot use the system or work in Insight Cloud.

Blocking

Something is hindering my work, but there is a workaround.

Needed by a date

I have a deadline to meet.

Slows me down

The issue costs me time.

Whenever

Not required and would not materially change experience.

After you submit, Share Feedback logs a formal request that Seek reviews internally for triage and approval. Once Seek approves a request, it can be viewed on the public request boards in Featurebase.

Share Feedback can be used for problems as well as requests. It is also the right route for an urgent issue when you are signed in to the platform, because it is the only tool with an Urgency field.

How What's New works

What's New is a pop-up widget that shows entries about new features as Seek rolls them out in Insight Cloud. When there is new content, an indicator shows that something is new. Seek can target entries to specific segments of users, so not every user sees every entry.

Together with the Help Center, What's New is where to look when you want to know why something changed or behaves differently.

How the Help Center link works

The Help Center option opens the Help Center in a new tab. You do not need to sign in to read it. If you are signed in to Insight Cloud, Seek recognizes who you are and your role and can tailor some articles to you. Some articles are visible only to certain roles, so you may see different articles than a colleague with a different role.

Limits and what the Profile Menu tools can't do

  • Get Support does not replace support@seekinsights.com. The email address is still available.

  • Get Support is not bound by specific SLAs at this time. It does not guarantee a same day response, including outside Monday through Friday, 9 AM to 5 PM ET or on the observed holidays.

  • Get Support does not automatically create a ticket. A ticket is created only when the topic results in a necessary change.

  • Share Feedback does not automatically put your request into a queue of work. Seek reviews and approves it first.

  • Share Feedback does not give an immediate or automated chat response, and it is not answered by an AI agent.

  • Share Feedback is not for vague ideas. It is for detailed requests and problems.

  • A Share Feedback request does not appear on the public boards in Featurebase until Seek approves it.

  • What's New does not show every entry to every user, because entries can be targeted to segments.

  • The Help Center does not show every article to every user, because some articles are limited by role.

  • You cannot use Get Support, Share Feedback, or What's New if you cannot sign in. See the next section.

Get Support vs. support@seekinsights.com

Get Support is the in-platform channel, and support@seekinsights.com is the email channel. Both remain available. Get Support keeps your context inside Insight Cloud, while email works when you cannot reach the platform. Get Support is not monitored the same way as support@seekinsights.com. For the email Help Desk's hours and response times, see Platform Support Terms.

For account requests and SSO setup, email support@seekinsights.com or contact your Account Manager.

If the profile menu tools aren't working

If you cannot sign in to Insight Cloud, you cannot reach the profile menu. Email support@seekinsights.com instead. For help signing in, see Login Methods.

Related articles

  • Personal Settings — the Settings option in the same menu: change your own profile picture, name, job title, email address, or password

  • Platform Support Terms — support hours and response times for the email Help Desk

  • Login Methods — how to sign in, if you cannot reach the profile menu

  • Notification Center — in-app notifications, which are separate from What's New

  • Intelligence — the AI feature in Insight Cloud, separate from Get Support, which is answered by a person

  • Start Guide — getting an account, signing in, and a tour of the platform

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