1. Introduction
   • General
   • Requirements
   • Intended Audience
   • Conventions
   • Key concepts
     • Chat Button
     • Chat Window
     • Chat Operator application
     • Control Panel
2. Quick Start
   • Login
   • User Interface overview
   • Install Chat Operator application
   • Obtain HTML code for your Live Chat button
   • Paste HTML code into your web page
   • Test Live Chat session
3. My Account
   • Profile
   • Payments
     • Invoices
     • Saved Credit Cards
   • Chat Window
     • General Settings
     • Custom graphics
     • Welcome screen
     • Off-line message
     • Automatic chat invitations
     • Google Analytics integration
   • Chat Buttons
     • Standard Buttons
     • Custom Buttons
     • Button Language
     • Custom variables
4. Chat Operators
   • Add Operator
   • Edit Chat Operator
   • Delete operator
   • Canned responses
   • Departments
   • Off-line messages
   • URL routing
   • Chat between Operators
   • Chat transfer
5. Chats History
   • Delete chat session
   • Export chat sessions
   • View chat transcript
   • Filters
   • View visitor location
   • View visitor IP address details
   • Block visitor IP address
   • Visit referral page
6. Visitors Tracking
7. Chat Operator software
   • Browser based application
   • Standalone software
     • Install
     • Windows
     • Ubuntu Linux
     • Login
     • Idle status
     • Other IM Networks
     • Troubleshooting
   • Android application
     • Install
     • Login
     • Answer chat request
     • Logout
8. Third party chat software
   • Pidgin
   • X-Lite
   • Adium (Mac only)
   • Bria Android
   • Bria iPhone
   • Bria iPad
9. Getting Help
   • Submit ticket
   • View your tickets
   • Reply to ticket
   • Remote Support

Manual

9. Getting Help

Submit ticket

To submit a ticket click "Submit ticket" button located in Help panel - see figure 9.1. Next select your ticket type, from the drop down list (1) and enter details of your problem into text area (2). Finally click Submit button (3).

View your tickets

To view your tickets click gear icon located in top right corner of Help panel. Next select from the context menu. To view history of all messages, click ticket ID link (1).

Reply to ticket

To post a new message click Reply link - see (2) in figure 9.3. Next enter content of your reply into text area (1) and click Reply button (1). Once you are satisfied with the solution provided by support team, you can close your ticket by clicking Close link - see (3) in figure 9.3 above.

Remote Support

In some cases a support engineer may need to establish a remote connection with your computer in order to conduct further investigation or troubleshooting of the problem. To allow for that please:

1. Download and run our remote support program using a link provided by a member of our support team.
2. Copy and paste session ID - see (2) in figure 9.5 above into Support Ticket.
3. Copy and paste password (3) into Support Ticket.
4. Click Reply button (4).

After a short while an engineer will establish a connection with your PC.