As of early 2020, SARA Support has officially moved to a new chat system called Intercom. This new system allows us to give instant support to you any time you need assistance. Below is an overview of all the features you can access right now!
OVERVIEW:
In the bottom-right-hand corner of the screen, you will see a support bubble. This bubble will open up to your main support hub. All tickets will be managed through this bubble going forward. This does mean that the support chat in your client is deprecated and can no longer be used to contact us.
From the new hub, you can: Start an immediate live chat with one of our support analysts, directly access the knowledge base, and also access our status page.
(Chat with an analyst) - You can chat directly with an analyst by selecting "New Conversation." Once a conversation is closed, you can revisit it by selecting "See Previous" then looking for the specific chat. You can resume any chat whenever you want simply be replying.
(Check the knowledge base) - Right below the chat, you can search through our knowledge base for any answers you may need about our software. Our initiative for 2020 is to re-invent the knowledge base and transform it into a university you can use yourself to master the product and your collections. Simply type and query you have into the sections that says "Search for articles...." and you are on your way. It will produce 3 suggested articles, however, you can select "See More Results" if you aren't seeing your exact answer.
(Status Page) - The bottom section of the bubble will show the current status of SARA's hosted site. This is only for our hosted customers and does not directly affect your premise environment.