Introduction
As an Admin, you have access to Chat Support! We have prepared this article as your go-to guide on how to launch a conversation with Ironclad Support and what to expect.
Launch a Chat Conversation
- Navigate to the Help Center and log in with your Ironclad credentials.
- Locate the Chat bot icon in the bottom right corner of the page
- Type in “Talk to an agent” or a similar variation (e.g. “Speak to a human”, “Connect me to an agent”, etc.)
- You’ll then be asked to fill out a couple of details regarding your request, and after you submit you’ll be connected with an agent!
What to Expect
- Support Team response time: <90 seconds
- Engage with Support via chat for a resolution. Note: If a ticket requires deeper investigation or triage, the conversation will convert to a Support ticket and continue over email.
What if I have issues opening a chat with Support?
- Please open a support ticket via the Web Portal to request a fix.
- If you are presented with the ‘authentication failed’ message, this means you were not identified as entitled to use Chat and should reach out to the Support team with the “Send Message” button.
- Bot message if authentication failed: “Live chat is not currently supported, but we recommend checking out our Help Center articles, typing a new question, or sending us a message through the form linked below.”
Who will receive chat support?
- Admins of Accounts within Enterprise, Global and Select Professional (*available via add-on) Success Plans
Questions?
Please open a support ticket via the Web Portal and we’ll get back to you.