Creating a Chat Session from the Client Portal

Edcel Ceniza Updated by Edcel Ceniza

Client portal users can create chat sessions in 2 places:

  • via the "Contact Support" screen (pre-ticket chat)
  • via an existing ticket (post-ticket chat)
Pre-ticket chat

Portal users can now request to chat before they have created a ticket. They can do this by heading to Contact Support > Chat to a Technician (more about Pre-ticket chat here).

Users can only have one active pre-ticket chat open at any one time. 'Active' is defined as being in either the waiting or handled state.

Once the client initiates a chat, our system will create a pre-ticket, then also look for an available tech to handle the chat. This is how a chat request is handled on the tech portal.

Post-ticket chat

Users can also chat on an existing ticket by heading to one of their open tickets and pressing the "Chat Now" button:

These chat sessions will have the ticket number attached to them so members/resources will be able to easily pull up the relevant ticket. Users can only have one active ticket chat open, per ticket, at any one time. 'Active' is defined as being in either the waiting or handled state. Post-ticket chat sessions cannot be created on closed tickets.

How did we do?

Submitting a Generic Ticket

Viewing Chat History from the Client Portal

Contact