Contacting Support

Note: Support contact options will vary by user role and permissions. If the following support options are not available to you, please reach out to your Organization Administrator for support.

The Learning Center provides a knowledge base specific to your Frontline application, but there may be times when you need to contact the Support team for additional help. This contact option is located directly within the Learning Center.

Accessing the Learning Center

To reference the Learning Center (and your Support option), first click the   Question Mark Icon in your application's top purple bar. This selection opens a menu where you will click the "Frontline Support" option.

This takes you to the Learning Center.

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Once in the Learning Center, you will see a few options across the top on the page (e.g. "Create a Ticket," "Start a Chat," and "View My Tickets). Reference a walkthrough of each in the examples below.

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Creating a Ticket

Click Create a Ticket to be taken to a request form. This form allows you to enter the subject of your request and a description, and you can also attach files or CC other team members for information purposes. (Any CC'd requests will appear in that user's "My Requests" section, as explained further below.)

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Note, when typing out your subject, you will be presented with possible matches to articles that may help answer your question. Click the link to one of these articles to access its information.

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Once you are finished, click Submit. The system will submit your request and provide updates via the "View My Tickets" section.

Starting a Chat

Click Start a Chat to bring up a chat box (which appears at the bottom right of the screen). Here, you can type in what you would like to chat about and click Enter to see results for matching help articles or to speak with a representative.

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As mentioned above, you can select an article link to access that information. Or, if you do not find an applicable resource, click Live chat to speak with a Support team member. 

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This selection will open a "Message" box where you can enter your discussion topic. Then, once you are ready, click Start Chat.

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A Support representative will join the chat and initiate a conversation. During this time, you can manage your settings in the bottom right corner of the chat box. These options allow you to end the chat, attach a file, manage sound settings, or email a transcript.

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*Note that by navigating away from the chat window, the box may no longer become visible. If this occurs, simply click Start a Chat at the top of the page to resume your existing conversation.

When you are finished with your chat, be sure to click End This Chat and then select End once more to confirm. (Simply minimizing or navigating away from the chat will not close the conversation properly.)

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Viewing Your Tickets

Click View My Tickets to see a record of your current and previous tickets with us. You can check or manage the status of your tickets (i.e. "Open" for non-resolved or "Solved" for completed), search for specific tickets, or view requests that other Administrators have CC'd you on.

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If you select a specific link (via the "Subject" column), you can access prior chat transcripts, view ticket conversations, and also mark an inquiry as resolved. 

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Once a request is "Marked as solved," the status will change to "Solved," as indicated in the "Status" box. 

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