Open a Support Request in the Mobile App

Anyone with an ExpertConnect account can create a ticket to ask for support from a team in ExpertConnect.

Opening a Support Ticket On Behalf of your Customer

From the 'Contacts' Page

1. Click on the 'Contacts' page and search for your customer. If you can't find them on the 'Contacts page', you can add them from your device contacts in the 'Directory' tab or bulk import them online.
2. Once you find the customer in your 'Contacts' list, click on the 'Ticket' icon to create a new ticket or the 'Phone' icon to place an outbound call that creates a ticket.

From the (+) Button

1. Click on the (+) button in the top-right corner of the app and type in your customer's name or phone number.
2. Choose whether you want to connect now with the customer (phone or video) or just create a ticket.
3. Title the ticket and leave a description.
4. Once the ticket is created, you can go into the ticket and leave a public note to text the customer from your VoiceHub number.

Opening a Ticket To Ask for Support from a Team

With an Internal Team

1. If you are an Advisor for a company using ExpertConnect, your company's internal teams will automatically show in the 'Contacts' page under the 'Teams' tab. Click on the 'Ticket' icon to create a new ticket or the 'Phone' icon to call that team's VoiceHub number.
2. When you create a new ticket, you can share a description of your issues and add any relevant photos, videos, serial numbers, etc.
3. When you submit the ticket, that team of experts will be alerted and someone will assign the ticket to themself to follow-up.

With an External Team

1. Search for external companies in the 'Directory' tab and add their teams to your 'Contacts' list.
2. Find the team you need support from in the 'Contacts' list and click on the 'Ticket' icon to create a new ticket or the 'Phone' icon to call that team's VoiceHub number. When you create a new ticket, you can share a description of your issues and add any relevant photos, videos, serial numbers, etc.
3. When you submit the ticket, that team of experts will be alerted and someone will assign the ticket to themself to follow-up.