New Support Chat - and what makes it different

⭐️ Welcome to a better way to reach us!

To improve the speed, structure, and clarity of support, we've introduced a new support chat widget built directly into your CRM platform. It’s designed to make communication smoother.
Until now, most requests and issue reports were submitted via Slack. While that worked for quick messages, it often led to delays, missed updates, and a lack of tracking.
That’s why this new tool is here — to change the experience.

💬 What’s New?

  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 from the following request types:
    1. Report a Problem – for issues, bugs, or incidents
    2. Product Request – for feature suggestions and feedback
    3. Integration Support – for anything related to system integrations
(The original “Report a Problem” form in the CRM is still available, but we recommend using the chat for better tracking and communication.)
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  1. 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 New Support Chat?

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  1. Everything in one space — no more switching between tools
  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. Smarter 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 Use the Support Chat in the Platform

Start a New Support Conversation

The chat is accessible at any time from the bottom-right corner of the screen.
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To begin:
  1. Click the pink chat icon
  2. Select "Send us a message"
  3. Choose the type of request:
    1. Report a Problem
    2. Product Support
    3. Integration Help
You’ll be guided through a short, smart flow to describe your issue.
🧠 Powered by Oracle AI, the chat helps identify the nature of your request and automatically routes it to the right team — ensuring you get the right help, faster.
⚠️ Need to report an incident? You can do it right here! Incident reporting is fully supported and follows the same flow, with proper escalation and handling by our team.
👥 Want to speak with a human? No problem. If the AI response doesn’t solve your issue, just reply “No”, and you’ll be connected to human support.

📁 View Your Active Requests

All messages and tickets are stored in one place.
Inside the chat, you can switch between the Messages and Tickets 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 your question can’t be resolved right away, the conversation will automatically be turned into a 🎫 support ticket. You’ll be able to track it directly in the same 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.