What's changing
Support in Assignar Operations now happens in a chat window instead of a ticket form and email. You'll get answers faster, and you can still reach a real person whenever you need one.
We're rolling this out in phases. Office users on the web app get the new chat first. The mobile app keeps the existing support process for now, and field workers will move to the new chat in a later phase. Our previous support tool, Zendesk, is being phased out gradually as we move to the new chat, so you may see both for a little while.
Prefer email? You can still open a ticket at any time by emailing support-operations@assignar.com.
| Before | Now | |
|---|---|---|
| How you ask | Fill in a ticket form | Type your question in a chat |
| First response | Email from our team | Instant answer from our AI assistant |
| Talking to a person | Over email | In the chat, or by email if you've left |
| Where to start | Support button | Support button (unchanged) |
How to open the chat
Click the Support button in Assignar Operations, the same button you used to file tickets.
- Click Support.
- The chat window opens.
- Type your question in your own words and press Enter.
There's nothing to install or set up.
How the AI assistant helps
Our AI assistant answers first, using Assignar's help documentation, so you can often get an answer in seconds.
- It's good at how-to questions, finding where a setting lives, and explaining how a feature works.
- It may link to the help article its answer came from, so you can read more.
- You can ask follow-up questions, just like you would with a person.
- If it can't answer, or the answer doesn't solve your problem, it will offer to connect you with our support team.
Talking to a person
You can reach one of our human support agents at any time. Just ask in the chat.
- Type something like "talk to a person" or "connect me to support".
- Your conversation so far is passed to the agent, so you won't need to repeat yourself.
- For account-specific issues, data problems or anything urgent, asking for a person straight away is fine.
If you leave the chat
You don't need to keep the chat open while you wait. If our team replies after you've left, we'll email you the response.
- Reply to that email to keep the conversation going with our support team.
- Your email replies and the chat are the same conversation, so nothing gets lost.
- Next time you open the chat in Assignar, you'll see your earlier conversations there too.
Coming soon: you'll be able to log in to our customer support portal to see all of your tickets in one place.
Tips for faster answers
- Be specific. "How do I add a new competency to a worker?" gets a better answer than "competencies".
- Say what you were doing. Name the screen, the job or the worker, and what you expected to happen.
- Include error messages. Copy the exact wording if you can.
- Attach a screenshot when something looks wrong. It helps our team see the problem quickly.
FAQ
Can I still get help from a real person? Yes. Ask for a person in the chat at any time and we'll connect you with our support team.
Do I have to talk to the AI first? The AI assistant replies first, but you can ask for a person straight away if you'd like.
Can I still use email? Yes. Email support-operations@assignar.com to open a ticket at any time. And if we reply after you've left the chat, you'll get an email and can carry on the conversation from your inbox.
I use the mobile app. Why don't I see the new chat? The mobile app is still on the existing support process for now. Field workers will get the new chat in a later phase. Until then, get help the same way you do today, or email support-operations@assignar.com.
What happens to my existing tickets? We're phasing out Zendesk gradually. Tickets that are already open will continue by email until they're resolved.
Can I see all my tickets in one place? Soon. We're launching a customer support portal where you can log in and see all of your tickets.
Where does the AI get its answers? From Assignar's help documentation, the same articles our support team uses.