If you have a question or problem when using Filevine, our support representatives can help. Support for Filevine users is available through chat and email. Sending a support message through chat will give you the quickest response, usually within a few minutes. 

If you would like instead to request new or improved features, or provide general feedback, utilize the Resource Center within Filevine.

• Submitting a Request
• Live Issue Desk Intake
• What to Include

Submitting a Request

Chat

Chat support is available Monday–Friday 7 am–6 pm, Mountain Time. Chat can be found on Filevine’s Help Center. Anywhere on the site, click on the “Chat” speech bubble in the bottom right corner.

In the opened Support request window, fill out your name and email, choose a department (either Filevine or Lead Docket), and enter your support request or question. 

Email

You can also email your support questions to support@filevine.com. Please make sure to include your firm name in the title of the email. This will help us be more efficient in getting you accurate information.

Live Issue Desk Intake

The Live Issue Desk Intake is a new initiative provided by Filevine to offer customers direct access to a Filevine expert for assistance via Zoom. This service is designed to streamline issue reporting and escalate critical problems efficiently.

Note: Live Issue Desk Intake is not meant to replace existing support channels, such as Chat Support or your Account Manager. It is an additional resource for swift issue reporting and escalation.

By following these guidelines, you can make the most of the Live Issue Desk Intake service and ensure that your Filevine-related issues are addressed promptly and efficiently.

Access and Availability

Eligibility: Only Filevine Admins are authorized to escalate issues to the Live Issue Intake team. If you are not a Filevine Admin, please contact your internal admin for assistance.

Service Hours: The Live Issue Desk will be accessible from 9 am to 2 pm MT.

Procedure

1. Initiate a Session: Access the Live Issue Desk Intake Zoom link during the specified service hours. Upon joining, you will enter a Zoom waiting room.
2. Wait Your Turn: Wait patiently in the Zoom waiting room until it is your turn to speak with an expert. To ensure that everyone receives individual attention, sessions are limited to 10 minutes.
3. Fill out the form: Once you have joined the Zoom, you will be sent the Live Expert Team Support form. Fill out this form to help us track and organize your issue.
4. Be Prepared: To make the most of your session, come prepared with as much information as possible regarding your issue. This includes details, context, and any relevant documentation or screenshots. Learn more about what to include.

Note: Please note that the 10-minute limit is in place to provide an initial overview of your issue. The goal is not to resolve the issue within this time frame, but rather to quickly understand the problem.

Start a Live Issue Desk Intake session: https://filevine.zoom.us/j/94208493449

Escalation and Follow-Up

If your issue cannot be resolved within the 10-minute session, the Filevine Expert will take detailed notes, including any provided documentation and screenshots. Your issue will then be assigned to the appropriate Filevine department for further research and resolution. An expert from the Filevine team will contact you within 48 business-hours with next steps and updates.

What to Include

Whether you utilize chat or email, be sure to include a full explanation of your issue or full background for your question, including what part of the app you are having trouble with. 

It is also a good practice to get a screen recording of the issue, or at least screenshots displaying the issue clearly. Screenshots and screen recordings are very valuable to support, as they display exactly what is going on, and how to reproduce the error.

Screenshots and Recordings

There are many tools that can be used for screenshots and recordings. Techsmith Capture is one free tool that allows you both to record your screen (make a video) and to take screenshots. This tool also creates a simple URL of the recording, which can be easily sent over to support.

To use Techsmith Capture, you will need to download the software, create an account, and allow permissions for Techsmith Capture. Once you’ve followed these steps, click “launch capture” and use the tool to take either a video or a screenshot. Read more about how to create a video recording. Techsmith Capture can also be used to take a screenshot. 

Alternatively, if you use Microsoft software, you can use the Microsoft Snipping Tool to take screenshots. 

If you are using a Mac, screenshotting is even easier: press SHIFT + CMMD + 3 to take a screenshot of the entire screen, or SHIFT + CMMD + 4 to capture a section of your screen. Learn more.

Using Chrome Inspect

It may also be useful to check for issues using Chrome’s DevTools. To open DevTools, right-click on the affected item and select “Inspect” from the dropdown menu.

You will initially be brought to the Elements tab in the DevTools. To look for possible issues that you should screenshot for support: 

• Select the “Console” tab along the top of the tool, and refresh the web page. Look for any errors that come up at the bottom of the Console. They will be very clearly displayed in red text.
• Select the Network tab along the top, refresh the page, and look for any errors.

If you see any errors in either the Console or Network tabs, take screenshots.

Download Network Data .HAR File

Support may also request a network data .HAR file. Watch the following video for steps on how to export the file.