In addition to email support, we offer Chat support for Flex and Workplace customers:
How to start a chat?
To start a chat with our support team:
Click the
button at the bottom right of the Admin Portal or the Help Center. Click "Send us a message".
Ask anything you need help with, and Randi, our AI chat assistant, will help you.
Once Randi replies, let him know if that helped you. If you still need help, you can keep chatting with him or ask for a human agent.
If your chat is assigned to Human Support, we will reply as soon as possible. In the meantime, select the severity level of your request (read more below ↓).
When we have completed your request, please rate the conversation and your experience with the support:
Ticket severity levels
When you request to speak with a support agent, you must select the severity level for your request. Then, a ticket will be opened in our system, and we will prioritize it accordingly.
The severity of a ticket can increase its priority in the support queue, as it indicates the issue's business impact on your end.
Severity | Description |
Critical / SEV 1 | A problem is preventing the platform from functioning normally, and there is no workaround to continue your business operations. |
Restricted Operations / SEV 2 | A less severe problem that may restrict the platform's usage but does not prevent it from operating. |
Normal / SEV 3 | Questions and feedback on the platform features and functionality. |
First response time
The first response time reflects the average time it takes for someone from our team to contact you and provide information about the next steps we will take to resolve your ticket. It is based on the severity level of your ticket.
Severity | First Response Time (Standard) | First Response Time (Ultimate) |
Critical / SEV 1 | 4 h | 1 h |
Restricted Operations / SEV 2 | 24 h | 8 h |
Normal / SEV 3 | 24 h | 10 h |