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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 34.1
edited by 62a3916e76c0360069f5d527
on 2018/10/15 08:59
Change comment: There is no comment for this version
To version 38.1
edited by 62a393fd954f50006fcdf210
on 2019/09/27 04:59
Change comment: There is no comment for this version

Summary

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78 78  === {{id name="Online-Web-Chat"/}}__**Online Web Chat**__ ===
79 79  
80 80  (% style="margin-left: 90.0px;" %)
81 -The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue box that says "We're online! Need Help?". **Remember web chat is available during normal office hours listed above.** If it is after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
81 +The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue bar that says "SupportNet Chat (online)".
82 82  
83 83  *
84 84  **
85 -*** Clicking on that will bring up a chat box that will request your name and email address.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
85 +*** Clicking on that will bring up a box that will request your name, email address, phone number / computer tag number, and a brief description of your issue.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
86 +*** Type a summary of your problem in the box that says "What can we help you with today?" and click "Start Support Chat".  This will open a chat with the SupportNet Team.
86 86  *** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
87 -
88 -*
89 -**
90 90  *** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
91 91  
92 92  (% style="margin-left: 90.0px;" %)
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93 93  This will begin a back and forth chat between the user and the Supportnet staff. A ticket will be created for you by the staff member who helped you. A picture of the web chat client is shown below.
94 94  
95 95  (% style="margin-left: 90.0px;" %)
96 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
94 +**Remember web chat is available during normal office hours listed above.** If it is after hours you may still use this chat service to submit a ticket, but there will be no technician to answer.  If the little blue bar says "SupportNet Chat (offline)" but it is within normal business hours, **refresh the page**.  This should allow the chat to come back online.
97 97  
96 +(% style="margin-left: 90.0px;" %)
97 +(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:image2019-9-27_8-29-26.png||height="400"]]
98 +
98 98  (% style="margin-left: 30.0px;" %)
99 99  = {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
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