Get help with Deepfield through various support channels and self-service resources.
Support Channels
Live Chat
Look for the chat icon in Deepfield for real-time assistance.
Best for:
Quick questions
Navigation help
Minor issues
Feature clarification
Availability: Business hours (varies by region)
Email Support
Best for:
Detailed issues
Account problems
Bug reports
Feature requests
Include in your email:
Your account email
What you were trying to do
What happened (or didn't)
Error messages (if any)
Screenshots (if helpful)
Response Times
Channel | Typical Response |
Live Chat | Minutes (business hours) |
Within 24 business hours |
Self-Service Resources
Documentation
You're reading it! This help center covers:
Getting started guides
Feature documentation
Best practices
Troubleshooting tips
In-App Help
Look for:
Tooltips on buttons and features
Information icons (i) with explanations
Guided tours for new features
Frequently Asked Questions
Getting Started
How do I create my first study?
Click Create New Study from your dashboard. Describe your research goals to the AI, and it generates a complete study for you. Edit as needed, then test and publish.
What question types are available?
Multiple choice (single/multi), Numeric, Matrix, Ranking, Allocation, Multi-Numeric, Open text, and Video/Audio responses. See Question Types for details.
Can I add logic to show/hide questions?
Yes. Use conditional logic to show questions based on previous answers. See Advanced Features.
Testing & Publishing
How do I test before going live?
Go to the Recruit tab, generate a test link, and complete the study yourself. Test responses are marked as test data and don't count toward your quotas or credits.
What happens when I publish?
Your study goes live and can accept responses. Panel recruitment begins if configured, and your survey link becomes active.
Analysis & Reports
How does AI analysis work?
Click Generate Report in the Analysis tab. The AI reads all responses, identifies themes, extracts quotes, creates personas, and writes summaries.
Can I ask questions about my data?
Yes. Use Report Chat to ask questions in natural language like "What are the main reasons people are dissatisfied?"
Report generation is taking a long time
Large studies take longer to analyze (up to 20 minutes for 200+ responses). You can navigate away while it processes. The report will be ready when you return.
Credits & Billing
What if I run out of credits?
You won't be able to collect new responses. Contact your administrator or [email protected] to add credits.
Do test responses use credits?
No. Test responses don't consume credits.
Troubleshooting
My study won't save
Check for validation errors—required fields may be missing. Look for red indicators or error messages. Try saving again, and contact support if issues persist.
I can't log in
Verify your email is correct
Try "Forgot Password" to reset
Check if your account is active
Contact support if issues persist
Responses aren't appearing
Verify your study is published
Check that panel links are active
Allow a few minutes for responses to sync
Contact support if no responses after participants report completing
Reporting Issues
Bug Reports
When reporting bugs:
Describe the issue clearly
List steps to reproduce
Note what you expected vs. what happened
Include browser/device info
Attach screenshots or recordings
Feature Requests
We love hearing your ideas:
Email [email protected]
Use subject: "Feature Request"
Describe the feature
Explain your use case
Note how it would help your work
Feedback
We value your feedback on:
Documentation clarity
Feature usability
Platform performance
Overall experience
Send to: [email protected] with "Feedback" in the subject.
Emergency Support
For urgent issues affecting live studies:
Use live chat if available
Email with "URGENT" in subject
Describe the impact on your research
Include study details