Support Settings
Settings > Brand Settings > Support Settings is where your customers are sent when they need help. Four fields, all shown inside the portal.
Fields
| Field | Notes |
|---|---|
| Support email | The primary support inbox shown to users. Use a shared, monitored address, not a personal one. |
| Support phone | Country code plus number. Only publish one if you can consistently answer it. |
| Contact form URL | A direct link to your contact form, if you run one. |
| Help center URL | Where users find self-service content. Point this at your Knowledge Base Manager if you use it. |
Leave a field empty rather than filling it with a placeholder. An unanswered phone number costs more trust than no phone number.
Make the inbox work
A support address that goes to one person's mailbox becomes a problem the first time they take a holiday. Before you publish it:
- Route it to a shared inbox or ticketing system, not an individual.
- Decide who owns first response and what the response window is.
- If you have installed Support Desk Manager, point customers at the in-portal ticket area instead, so context stays attached to the account.
What to ask for
Support requests resolve faster when the first message already contains the right context.
| Issue type | Ask for |
|---|---|
| Release problem | Release title, current status, affected tracks, the account email, and when it happened |
| Track or upload problem | Track title, file format, upload time, and the exact validation message |
| Payment problem | Amount, currency, timestamp, and any receipt or order reference shown to the customer |
| Access problem | Account email, the role they expect, the page they cannot reach, and when they last had access |
Passwords, API secrets, bearer tokens, gateway keys, and full card numbers are never needed to diagnose an issue, and asking for them trains your customers to hand them over. Screenshots should be masked before they are attached to a ticket.
Common questions
Do these details appear on my public marketing site? No. They are shown inside the portal to signed-in users.
Can different customers see different support contacts? No. These are platform-wide settings.
Should I fill in both the contact form and the help center? If you have both, yes. The help center deflects repeat questions and the contact form catches everything else.
Why is this section greyed out? Support Settings is locked until the 30-day free trial is started with an authorized card. See Getting Started.
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Email Setup
Send platform emails from your own domain: set the sender name and address, publish the verification, DKIM, and DMARC records, and confirm authentication.
SSO Identity Settings
Use your SpaceMedia portal as the OAuth 2 identity provider for an app you own, so your customers sign in once and carry that session into your own product.