You'll find answers to most of your questions in our Help Center. If you need additional assistance, you can easily contact our Support team directly from the platform using the chat widget. We'll work to resolve your issue as quickly as possible and, when needed, update our help content based on your feedback.
What should I try before contacting Support?
If you are having trouble seeing data in the platform, such as posts, metrics, or dashboards, we recommend that you review these Technical Onboarding and Troubleshooting Issues.
How can I contact Support using the in-app chat?
In-app chat is the quickest way to contact our Support team, which is available 24 hours a day, Monday to Friday. You'll initially be assisted by our AI-powered Support agent, which can provide immediate answers to your queries. If further assistance is needed, your conversation will be assigned to a live Support agent as soon as one becomes available.
To start a new Support chat:
Sign in to your CisionOne account.
Select the question mark icon in the lower-left corner to open the Success Hub.
In the Success Hub panel, select Ask support.
Select Send us a message.
Enter your questions and details about the issue in the chat window.
Include relevant keywords to help the AI-powered Support agent find an answer. For example, specify:
The CisionOne product or module you are using.
The feature you need help with.
What you expected to happen.
What happened instead.
Any troubleshooting steps you have already tried.
If the AI-powered Support agent cannot find an answer, your conversation will be assigned to a live Support agent who will help you resolve the issue.
Note: AI-powered chat is available 24 hours a day, Monday through Sunday. Live chat experts are available 24 hours a day, Monday through Friday.
How can I contact Support by email?
To contact Support by email, send your request to [email protected].
Include the following information to help the team investigate your issue:
Your name and organization.
The affected product or feature.
A clear description of the issue.
The date and time the issue occurred.
Relevant screenshots or error messages.
The troubleshooting steps you have already tried.
What can I do if the Support chat widget is not visible?
If you cannot see the Support chat widget, try the following steps:
Refresh your browser. This can resolve temporary display issues.
Accept cookies and check your browser extensions. Ad blockers and security extensions may prevent the chat widget from loading.
If the widget still does not appear, contact Support at [email protected].
Reaching other departments
If you want to reach other Cision departments, such as Billing or Legal, please reach out to the Support team to get connected.