In App Chat Support
In-App Chat Support enables ConnectSecure partners to engage directly with our US-based support team (Tampa, FL) while logged into the ConnectSecure portal.
Standard Business Hours for chat support are from 9AM EDT → 7PM EDT
Outside of standard business hours for chat support, you will be connected with our ConnectSecure AI Support Agent chatbot.
This channel is designed for immediate assistance, product guidance, documentation clarification, configuration questions, and best practice recommendations. More complex issues may require a support ticket submitted to support@connectsecure.com further help.
Table of Contents
In App Chat Support Overview
Accessing Chat Support
Click on the floating ‘Chat with ConnectSecure Support’ button in the bottom-right of the application once you are logged in.
If it’s outside of standard chat support hours you will be greeted by our AI Support Agent chatbot.
AI Support Agent
There is a disclaimer so you’re aware it’s an AI agent and not an actual colleague.
If you prefer to create a ticket for support, you can always email to support@connectsecure.com and our team will be notified.
ConnectSecure Support Agent
If you are connecting to our support chat during business hours; you will be greeted by a colleague from our Tampa, Florida office.
Your chat details should be displayed for the colleague, so they know some basic details like your name, location, email, ConnectSecure tenant name, POD location, and environment (which is the screen from the app you came in from).
Below is what we are collecting in our chat/ticketing system.
Chat History x Ticketing
NOTE: All initiated chats will be converted into a support ticket after the chat is closed. Your ticket status after the chat will be set according to the chat outcome.
Chat Status | Ticket Status | Description |
|---|---|---|
Closed | Open | Chat support was not able to fully resolve so a ticket is opened on your behalf from the chat transcript |
Resolved | Chat support was able to fully resolve your request; a ticket is created and closed for historical lookup |
Support Portal - Ticketing Access
ConnectSecure Ticketing Portal