Chatting with Support
Overview
Once you have created a support ticket, you can communicate with the StartGlobal support team through an integrated chat interface. The chat panel lets you send messages, provide additional context, and receive real-time responses within your ticket conversation. This guide explains how to use the chat feature effectively.
Before You Begin
- You must be logged in to your StartGlobal dashboard at app.startglobal.co.
- You must have at least one support ticket created. If you do not have one yet, see Creating a Support Ticket.
1. Navigate to the Support Section
-
Click "SUPPORT" in the sidebar navigation.
What you will seeThe support interface with the ticket list on the left panel (360px) and the chat panel on the right.
2. Select a Ticket
-
In the left panel, click on the ticket you want to continue chatting about.
What you will seeThe right panel will load the full conversation history for the selected ticket. Your messages will appear on one side, and support team responses on the other.
3. Read the Conversation History
-
Scroll through the conversation in the right panel to review all previous messages.
What you will seeA chronological thread of messages showing the full history of the ticket conversation, including timestamps.
4. Send a New Message
-
Click the message input field at the bottom of the right panel.
-
Type your message with any additional information, questions, or follow-up details.
-
Press Enter or click the send button to submit your message.
What you will seeYour message will appear in the conversation thread. The support team will be notified of your new message.
5. Switch Between Tickets
-
Click on a different ticket in the left panel to switch to another conversation.
What you will seeThe right panel will update to show the conversation for the newly selected ticket. Your previous conversation is preserved and you can return to it at any time.
What Happens Next
- The support team will review your message and respond through the same chat thread.
- You will receive a notification when a reply is available.
- Continue the conversation until your issue is resolved.
- The full conversation history is preserved for your reference.
Frequently Asked Questions
Troubleshooting
| Problem | Solution |
|---|---|
| Chat panel showing blank | Ensure a ticket is selected in the left panel. Click on a ticket to load its conversation. |
| Messages not sending | Check your internet connection. Refresh the page and try again. |
| Cannot see support team replies | Refresh the page to load the latest messages. Check your notification preferences to ensure you are alerted when responses arrive. |
| Conversation history not loading | This may be a temporary loading issue. Wait a moment and refresh the page. |
Chat panel showing blank
Ensure a ticket is selected in the left panel. Click on a ticket to load its conversation.
Messages not sending
Check your internet connection. Refresh the page and try again.
Cannot see support team replies
Refresh the page to load the latest messages. Check your notification preferences to ensure you are alerted when responses arrive.
Conversation history not loading
This may be a temporary loading issue. Wait a moment and refresh the page.
Need more help?
Our support team is available to help you with any questions about your StartGlobal account.