Support Button: Quickly Request Support
If you have installed a Support Button on your customer’s computer, that button will appear as a desktop or menu shortcut on their computer. If the Support Button has been customized, it will appear on your customer’s computer with a custom image and title.
Clicking this button opens a dialog prompting your customer to start a session. If this button has been preconfigured to start a session with a specified representative or team, your customer can begin a session by clicking the Connect button.
Alternatively, your customer can enter a session key or describe their issue. When entering a session key, the customer will connect with whichever representative generated the key, regardless of whether the representative is associated with that Support Button or not.
A Support Button cannot be deployed from a session that was started from a SAML authenticated public portal and a Support Button cannot be used to start a session with a public portal that requires SAML authentication.
If any customer notices are active for the public site this Support Button is associated with, those messages are displayed at the top. Notices can alert customers to broadly impacting IT outages for which no support may be needed at this time, thereby eliminating the need for the customer to join a support session.
If a schedule is set for this public site and the current time is outside of the scheduled business hours, session start methods other than session keys are removed from the Support Button, and a portal closed message displays.
If you have embedded a Support Button in an external application, that Support Button will appear as a link in the title bar of the application. Clicking this link may open the dialog for all of the session start options, may open the issue submission survey with an issue pre-selected, or may send your customer directly into a team queue with an issue pre-selected.