The Support Chat is one of the ways you can contact Extensiv's support team to have inquiries answered and concerns addressed. 

By default, only System Administrators have access to the chat. However, non-System Administrator users can be given the needed permissions to access this feature. To find out how to do this, you may refer to this help article.

Below are the steps on how to use Extensiv's support chat.

1. Click the Chat widget to initiate Support Chat.

   

2. Select which product area you need help with.

   

    

   The product area options you can see are limited to the products you have access to.

    
3. Select between Ask A Question or Follow Up Regarding an existing issue.

   

   • Provide a brief summary of your issue if you select the Ask a question option.
   • Provide the case number of an existing issue if you want to follow up about an existing issue. If you don't know the case number, a new case number will be created.                                    
4. Depending on the options you selected above, the chatbot will try to help you resolve your issues through related self-help knowledge articles. If you still need help, you have an option to chat with one of our agents.
5. (Optional) If in any case a support agent is not available to assist you through chat, a case number will be created. Provide a summary of your issue and an agent will reach out to you as soon as possible.
6. (Optional) If you start a chat thread outside start support hours, you will be notified by the bot and be provided with the relevant telephone number/s and email address/es you can then use to contact the Extensiv support team.

   

                                                                                                                                                                                                       
7. (Optional) You can expand the kebab menu, then click Request Chat Transcript to download a copy of your chat transcript in PDF format. A confirmation message will be shown once the transcript has been downloaded                                                                       

   

   

                                                                                                                                                                                                
8.  Once you're done with Support Chat, you can expand the kebab menu, then click End Chat.

   

    

For more information on chatting with Extensiv support, as well as other forms of communication, please click here.