Live Chat Changes

We decided to try something new with live chat. Lately we have been receiving a large amount of support requests and overall at least 90% of them required tickets. Our chat representatives are trained with level 1 material and may not know a ticket issue when they see it.

Example

If you need something done our chat rep may take 5-10 minutes to research your issue which first of all delays your resolution and second of all delays responses to our users facilitating our chat service.

We would like to have support done through tickets only when it comes to online support. Phone support is still available for basic level 1 issues but we really want to see tickets used for all support issues.

Regardless of what companies say they offer support over live chat 95% of the time they will always request that you put a ticket in after you have spent 10 minutes waiting for them to tell you that.

I would also like to point out our auto search feature that is ran when you're in the process of submitting a ticket. This will provide you with links to knowledgebase articles that are relevant to your support request. We will be doubling if not tripling our knowledgebase over the next few weeks to make it even easier.