Support Chat: Everything You Need to Know

🚀 Support Chat Overview

📘 About the Support Chat

The Support Chat is your central place to contact Fast Track Support, ask questions, report issues, and track your requests directly from the CRM.

💬 Key Features

  1. All-in-One Support Space Raise issues, track progress, receive updates, follow up — all within the CRM. No need to switch between tools or wonder where your ticket went.
  2. Smart, Guided Flows When starting a chat, you’ll be able to choose the request type that best matches your needs:
    1. Report a Problem – For bugs, errors, outages, or anything not working as expected.
    2. Ask Support - For questions about features, setup, best practices, or how to configure something.
  3. AI-Powered Assistance The chat is supported by Oracle AI — trained on all Fast Track materials and improving with every new conversation. It helps collect the right details upfront and ensures your request reaches the right team as efficiently as possible.

✅ Why Use the Support Chat?

  1. Manage all your support requests in one place
  2. See all your open conversations and tickets in one view
  3. Get real-time updates and respond directly within the CRM
  4. Follow up on existing tickets or add more information easily
  5. Automatic routing to the right team — whether it’s Support, Product, or Tech request
  6. A cleaner, more consistent experience designed to save you time

💬 How to Start a Conversation

Access the Support Chat anytime from the bottom-right corner of the CRM.
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To begin:
  1. Click the pink chat icon
  2. Select "Start a Conversation"
  3. Choose the type of request:
    1. Ask Support 🛟
    2. Report a Problem 🐞 (You can find the step by step to report a problem here)
You’ll be guided through a short, smart flow to describe your query.
🧠 Oracle AI helps identify the nature of your request and automatically routes it to the right team — ensuring you get the right help, faster.
👥 Need to speak with someone? No problem! If the answer doesn’t solve your issue, simply reply “No” and you’ll be connected to human support. You can also speed this up by saying something like “I want to talk to someone” or “Connect me with human support.”

📁 View Your Active Requests

All messages and tickets are stored in one place.
Inside the chat, you can switch between the Home and Messages tabs to view ongoing or past conversations.
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You can follow up, view updates, and continue any conversation directly within the same chat window.
Notifications are shown inside the platform to keep you updated on each request’s progress.

💡 Tips for Faster Support

Be as specific as possible — include activity IDs, screenshots, or error details. If additional investigation is required, your conversation will automatically be converted into a 🎫 support ticket, which you can track directly from the chat. You can leave the conversation at any time — we’ll notify you when there’s a response.

👥 Still Need Help?

If something’s unclear or you need more support using the tool, your Partner Manager is always available to assist you.
You can also find quick answers in the FAQ section, available anytime from the CRM menu.