While using IntelliSurvey's documentation, you can access our Help chat via the Help icon at the bottom right of the screen. The chat will allow you to ask questions about documentation, leave a message for Support, or speak directly to a Support agent during our support hours.
Tip! If you have an issue that isn't time sensitive, you can always contact Support via email help@intellisurvey.com .
Clicking Help opens our support chat where you will be greeted by our chatbot. Simply enter a question or click Get in touch to begin.
Contacting Support
If you need to contact Support, click the Get in touch button, and you will be offered two options. Click Live chat to chat with a Support agent, or click Leave a message to send a message that Support can respond to via email. Current support hours run from 9am ET to 5pm PT.
If it is after hours and no Support agents are available, only the Leave a message option will be shown.
Leaving a message for Support
When you elect to leave a message for Support, you will be prompted to fill out the Contact us form in the chat modal. If you are signed in, your name and email address will be autofilled for you. You can then enter a Subject and Description so that we have some more details about your request. If need be, you can attach up to five files in the Attachments portion of the modal.
Once you have completed the form, click Send to forward the message to our Support team, or click the left arrow in the top-left corner to return to the previous chat. Messages left for Support have an expected response time of 1-2 hours during support hours.
Speaking with a live Support agent
To chat with a live Support agent, click Live chat. This will bring you to the IntelliSurvey chat form. The form will autofill your name and email address if you're signed in, but there is also an option to sign in with other credentials like your Google account. Enter your message for the agent, then click Start chat to continue, or click the left arrow to return to the previous screen.
Clicking Start chat will bring you to the live chatbox. As you wait, you will be notified of your queue position if other users are also awaiting Support assistance, and you will receive another notification when an agent has joined the chat. If need be, users can click the arrow icon to move the chat into its own browser window.
Additional controls are available at the bottom of the chatbox. There is an icon to end the chat, and you can add attachments for the Support agent to review via the paperclip icon. Additionally, there is a menu that provides options to turn the sound on/off, have a transcript of the chat emailed to you, or edit your contact details.
At the end of your chat, you can rate your experience with the agent (thumb's up or down) and leave additional details about your experience.
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