The Client Technical Support team is available to support you on a range of technical inquiries related to your employee engagement program. Below, you'll find common request types that our team can help you with in your day-to-day administrative operations. Please take note of estimated turnaround times, and review our self-serve alternatives that can empower you to find the answers you need right away.
If you are unable to find an answer, you can submit a request for the below topics through our online B-Hive form. One of our Client Technical Support specialists will review it and respond with the best solution for your needs.
For more details, you can also view the below information in a PDF.
Support Request Topic | What is it? | What Should You Provide? | Estimated turnaround time |
Cause Filter Changes | Adding or removing an active cause, cause category or NTEE code from/to your matching or search filters | Cause ID, Country, Cause Name, Confirmation/Authorization | 2 Business Days |
Causes Team Support |
For client administrator questions about causes, including investigations, reach-outs, and duplicate profiles. Your cause partners can reach out directly to our Cause Support team at causes@benevity.com for support. |
Cause ID, Cause Name, Charity Contact Information. | 3-5 Business Days |
Demographic File and Local Log-in Questions | Questions related to your user demographic file load and user access via local login. | The demographic file date and/or user ID's. | 4 Business Days |
Demographic File Updates | Requesting edits to fields (adding, removing, editing) to your current file. | Description of the changes that you are looking to make. | 2 Business Days |
Disbursement Support Questions | Inquiries into disbursement information and confirmation of disbursements. | Cause ID, Cause Name, Donation Amount, Donation Date, Donor's Name - For security, please send any Personally identifiable information (PII) through encrypted means. | 3 Business Days |
File Transfer Service | Requests to Add/Edit user accounts and confirm file transfer details. | User Info, IP Addresses, File Name, Error Logs/Screenshots. | Dependent on change being requested |
Functionality Questions | Questions related to functionality (e.g. Can we enable X functionality? Does feature X allow me to do Y? Why is this feature not working as I expect? etc.) | First, review our detailed B-Hive article; It is likely you’ll find your answer there! If not, please submit your desired outcome, any steps we should follow to replicate, and any relevant screenshots. | |
Configuration Updates | Requests to configure aspects of the platform that are not adjustable to administrators. | First, review our detailed B-Hive article; It is likely you’ll find your answer there! If not, please submit your desired outcome, any steps we should follow to replicate, and relevant screenshots. | 3 Business Days |
SSO | Troubleshooting SSO Configuration Issues | Description of the error or issue, the site URL, and names of impacted users. If related to a certificate update, confirm the certificate expiration. | 2 Business Days |
Staging Site | Configuring the Staging Site and adding user accounts | Description of the error or issue, the site URL, and names of impacted users. If related to a certificate update, confirm the certificate expiration. | 3 Business Days |
Support Request Topic | What is it? | What Should You Provide? | Estimated turnaround time |
Budget Updates |
Updates to existing budgets, or creating new budgets. The ability for you to update budgets is coming soon! |
Budget name, amount you wish to adjust the budget by (converted to its currency). | 1-2 Business Days |
Bulk Uploads | The process where we load transactions in bulk per your need. | The desired outcome and the applicable user ID(s), cause(s) and financial information. Our team may contact you for more information, as complex imports require further details. | Up to 5 Business Days (once the file is received) |
Campaign or Special Matching Rate Setup | Enable a special matching percentage and/or matching caps for all or some of the causes in the platform | Required information depends on a variety of factors, such as the number of causes, currencies, budget impact, etc. Please use the B-Hive link and fill out the Campaign Survey to determine the required information. | 2-3 Business Days |
Administrator Management | Questions on administrative roles. Requests to create/disable/reset Benevity Reporting credentials. | Available roles can be found in B-Hive. Provide employee names and email addresses for reporting accounts. | 1-3 Business Days |
Support Request Topic | What is it? | What Should You Provide? | Estimated turnaround time |
Finance Team Support | Questions around your Donation Report, changes to billing information | Date, Donation Report Number, Foundation name, new billing address, etc | 3 Business Days |
Payroll Support Questions | Any questions you may have around payroll transactions (e.g. When was X transaction processed?). Updates to Payroll Calendars | The transaction(s) information including Employee ID, Pay Date, Pay Schedule Name. Payroll calendar name, and completed calendar template | 3-5 Business Days |
Support Request Topic | What is it? | What Should You Provide? | Estimated turnaround time |
Reconciliation | Reconciling DR's and Transactions Within | Date, Donation Report Number, Foundation name, new billing address, payroll periods, specific transactions etc | 5 Business Days |
Support Request Topic | What is it? | What Should You Provide? | Approval Level | Estimated turnaround time |
Report Assistance/ Generation | Questions on how to manage reports. Requests to create ad hoc reports. | The purpose and type of the report along with any background information, required fields and filters, and date ranges. Please provide a desired due date. | Users with access to reports. | 3 to 5 Business Days. Reports may take longer depending on complexity. |