: Only SPoCs identified by your organization's management are authorized to use Live Chat with a Support Agent. Live Chat is best suited for how-to type questions. If your question/issue requires links, screenshots, or investigating errors, please contact Support
Have a how-to question? initiate a Live Chat with a support agent by clicking on the GREEN chat icon in the bottom right corner of any KB article (or from the Support Portal) and let's chat!
- Hours: Available from 9am to 6pm ET, Monday thru Friday during normal support hours. Agent response times will vary, depending on other in-progress chats and the overall ticket load.
- Best For: How-to type questions. Live Chat works a lot like texting, where there is a direct "conversation" between two people. Live Chat can handle sending and receiving screenshots and links, as long as the conversation comes to a quick resolution. Bonus: All conversations will automatically be turned into support tickets, so if an issue needs further investigation, the transition to Support will be seamless!
- But Not For: Complex issues like resolving server errors, multi-step scenario reproduction, etc. If the issue turns out to be too big for a chat, the Agent will let you know, convert the chat to a ticket on the spot, and continue to provide support via email.
Already know you have a complex issue? Submit a support ticket via the Support Portal and let's uncomplicate things!