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Commerce Chat Support Pilot
The Commerce Support team is currently piloting a new initiative that offers flexibility in how Support is provided, through the use of Chat Support. Chat Support can be used to engage one of our Support team members and discuss an issue you're facing, or technical question you have regarding the product. Note that Chat Support will not replace our existing process of investigating and resolving issues through cases opened within the Support Community. Chat Support is intended to augment our Support process by providing a way to contact the Support team and perform initial triage of an issue you're facing.
Based on the results of this discussion, if your issue cannot be resolved through a quick chat, we can then transition the chat into a case to continue investigation into your issue. However, since you've discussed the issue with our Support team and determined next steps for progressing this issue further, your case will contain more information to help us quickly resolve your issue.
Be aware of the following limitations to the Chat Support pilot:
Now that we've covered the limitations of the Chat Support pilot, we can walk through the steps of engaging Chat Support.
How Do I Engage Chat Support?
First, from the Support Community page, sign in and then select the Products option from the top navigation menu:
Next, type the product you need to engage Support on (ex. WebSphere Commerce) and select the specific product offering that applies to you:
Once you're on the product page, you can then press the Chat with agent button to receive a popup and begin working with one of our Support team members:
Below is an example of what the chat popup will look like:
Please feel free to provide any feedback/issues you encounter with this functionality in the comments below!