Have a pending filing? Are you locked out of Workiva? Do you need to troubleshoot a  formatting issue? No sweat! Workiva Product Support is available to assist you for all your issues and questions. Our support engineers possess intricate know-how and in-depth knowledge of the Workiva and OneCloud platforms, and have a passion for helping Workiva customers and partners. Oh, and did I mention they boast a 95% satisfaction rate? Let’s just say they are pretty great.

In the spirit of that same passion, the team has put together some helpful info and tips about how best to contact them. Without further ado, here we go!

What to expect

You can engage Support in a few different ways. First, you can contact them directly in Workiva via in-app Chat. You may also contact them by submitting a request in the Support Portal. And lastly, you can also reach them by phone (see all of our available phone numbers by region here).

When you contact Support, our engineers will work to answer your questions promptly, correct any issues you have, and/or provide a reasonable solution. For phone calls, our teams will be able to set up a screen-share to assist you. Our default tool is Zoom®, but we also support other commonly used tools too.

Hours of availability

Support is available 24/7/365, including national holidays, though Chat is limited to weekdays from 9:00 a.m. CET / 2:00 a.m. CST until 12:30 a.m. CET / 5:30 p.m. CST and is otherwise not available during the aforementioned holidays.

Multilingual options

We offer Spanish-speaking Support on weekdays from 9:00 a.m. CET / 2:00 a.m. CST until 5:00 p.m. CET / 10:00 a.m. CST, though this line is not open during national holidays in the United States or The Netherlands. Workiva does offer support in other languages and will gladly assist in your requested language if we have agents available.

Response time

For standard questions, errors, or issues, our Support will respond to you within two (2) hours of the initial call, email, or request. For issues which are urgent, Support will respond within two (2) hours and provide updates every 24 hours. And for issues which are critical, Support will respond within 30 minutes and provide updates every two (2) hours (more info on critical issues below).

More specifics and descriptions on the criteria for standard, urgent, and critical can be found in Workiva’s Service Level Commitment.

Critical issues

Should you run into an issue that prevents essential work from being done in the necessary timeframe, we ask that you report those issues via phone for immediate assistance. And if you have a time sensitive filing need, our phone system will provide a filing option to select, which will prioritize your call.

To keep apprised of any known issues and outages, visit the Workiva Status page. You may also subscribe there to receive automatic notifications.

Tracking your requests

You can track any and all of your Support requests, and those you’re CC’d on, through the Support Portal by clicking Support > View Tickets. From here you can see all the information found on your request, including the current status and any CC’d persons. You can also respond back with a comment, mark a request as resolved, and/or create a follow-up. Note: any feedback requests you have logged will also appear in this list.

Confidential, sensitive, or non-public information

At Workiva, we take your privacy and security very seriously. Any nonsensitive, public information you wish to provide to Support can be safely sent through the any of the channels listed above. However, any material information that is confidential, sensitive, and/or non-public should not bet sent through email, Chat, or the Support Portal and instead be securely transferred within the Workiva Platform itself. Our Support Engineers will happily guide you through this process, if required.

Click here to view Workiva’s Privacy Policy.

Additional resources

Available resources include our wide variety of articles and videos on Help, an assortment of Q&A, tips and tricks, and more on the Community, and our collection of courses, badges, and certifications on the Learning Hub.

Questions and feedback

Should you have any questions about the above, wish to provide feedback, or share your experiences, simply let us know here in the community.

Thanks! We look forward to connecting with you soon.

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