🎯 Objective
Learn how to use netLex's new Support service system, which combines the agility of artificial intelligence with specialized human support to solve your questions and technical issues.
This article contains the following sections:
- How does the new support service work?
- Searching directly in the Help Center
- How to access the ChatBot
- Tracking tickets
💡 How does the service work?
We rely on artificial intelligence to assist in the quick resolution of general questions and common issues.
The ChatBot brings more agility to your daily routine, allowing you to resolve issues on the platform without the immediate need for human interaction. But don't worry: if the Bot cannot help, it will automatically direct you to one of our analysts via a support ticket.
🔍 Searching directly in the Help Center
In addition to interacting with the ChatBot or opening tickets, you have full autonomy to explore our Help Center. Even before starting a service request, you can use the search bar to find detailed articles, tutorials, and videos that explain every system feature.
Often, the solution to your question is already documented in one of our guides, allowing you to continue your work independently.
🛠️ How to access the ChatBot
You can start a service request by following these steps:
- Click on the Help Center icon, located in the bottom-left corner of the platform.
- Then, click on the "Get Help" option.
A chat will open where you can make your questions. The ChatBot will respond promptly based on our knowledge base.
📂 Tracking tickets
If the ChatBot does not find a suitable answer, it will direct you to a support analyst, generating a support ticket.
To manage your requests, use the option "See all my tickets".
In this area, you can track the status of all your tickets, view replies from our agents, send new information, and close tickets that have already been resolved.
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