Problem  Crisis management has never been as important as it is today. Considering that criticism is being spread in a fast pace through social media, the reputation of an organisation can quickly be damaged. Several organisations however lack internal knowledge about crisis management. The majority of the previous research about crisis management has been conducted from the organisations’ perspective. There is however relatively little research done from an external actor’s role in supporting an organisation in crisis. Purpose  This study aims to contribute in the crisis management and communication field by investigating how an external actor can support an organisation in crisis. Method  The study was conducted through a qualitative single case study of crisis management support provided to firms by one external actor, a PR-agency. Primary data for the case was collected from six semi-structured interviews. Conclusion  External actors are a suitable helping hand in crises because they possess experience and knowledge in media and crisis communication and can view the situation objectively. Crisis consultants support their clients by providing a response strategy that is built on being honest and open. Proactive and post work are not prioritised by clients but are highly important for crisis preparedness and building a strong reputation. Social media is a standard part of today’s crisis communication but is also a demanding channel that creates incentives for hiring external support.