What We'll Cover
- How to Use Live Chat
DirectScale has integrated the Zendesk App in to the Corporate Office portal interface to provide our clients with a quick and easy way to contact our Customer Care team with questions regarding our SaaS Product.
What it is: Zendesk provides a simple messaging interface and should be primarily used for questions regarding setup & configuration and Corporate Office & Web Office functionality.
What it isn't: A ticketing or bug reporting app:
- For SaaS, this is handled by the Help Desk (https://directscale.zendesk.com/hc/en-us/requests/new).
How To Use Live Chat
Access the Zendesk Help Chat by logging into the Corporate Office portal
Note: Access should only be granted to FullAccess users.
Upon login, note the Chat Box in the lower right-hand corner.
Opening Zendesk gives you 3 total options:
- Start a New Conversation.
- View past conversations.
- Find an article using the search box, articles provided by Zendesk.
By starting a New conversation, you can reach out to the DirectScale SaaS Customer Care team. Submitted questions go to our inbox that is monitored and responded to as quickly as possible.
Once one of our team has responded, that conversation is assigned to that team member until the issue comes to a resolution and is closed.
- Your conversations (up to 3 are previewed at a time) are displayed and can be revisited at any time.
- After initiating a conversation, you will be directed to the helpful articles based on the language tags from your message.
- Start a new conversation and ask "Can I get some help running a query?"
- Send the message by hitting enter.
- Autoresponse is based on language tags.
Selecting an article will display the applicable help article in a popup modal. In addition, you can provide us feedback on the article by selecting a response at the bottom of the modal.
Furthermore, upon returning to the chat pane after browsing an article, you will be prompted to inform us as to whether or not the article you browsed answered your question sufficiently.
Responses from the DirectScale Customer Care team will be displayed, and, much like most messaging apps, you will see "read receipts" so you know when we've seen your message.
Navigating to a new page in Corporate Office will minimize the chat box, but you can retrieve your conversations simply by clicking it again in the bottom right-hand corner and then selecting the applicable conversation.
If a response comes in before you return to the chat, it will pop-up in the lower corner for you to read and reply without opening the full chat box.
When a conversation has reached a resolution, the DirectScale team member will close the conversation with a response that indicates as much.
Typically a final response from our end may simply be "Closed."
Closing conversations does not remove them from view, but helps keep multiple conversations organized. You can still respond to a "Closed" conversation, however we request that a new conversation be started if the new topic is different.
At any time, you can return to your other conversations by clicking the arrow in the top left-hand corner of the chat box, or you can minimize the box by clicking the X in the bottom right-hand corner.