Before you start
- Sign in to the portal supplied by your IT provider. AI must be available for your account.
- Your role still controls access to tickets, training, records, and actions. The assistant does not grant permissions.
- If you can choose a company, select the intended company before starting. Changing company scope can start a new conversation or make a previous conversation unavailable.
- Keep passwords, recovery codes, API keys, and unrelated personal information out of chat.
Start a conversation
1
Describe what you need
Type in the message box. For example: “How do I find a completed support ticket?” Include the relevant feature or task so the assistant can find the right guidance.Press Enter or select Send message. Use Shift+Enter for a new line.
2
Read the answer and its sources
For product how-to questions, ask for the product guide and open its citation. For questions about your records, check that the returned record is the one you intended.A linked guide describes a capability; its prerequisites and your permissions determine whether you can use it. If a source is missing or the assistant says retrieval failed, use the relevant portal page or ask your IT provider.
3
Continue with a follow-up
Reply in the same conversation to clarify the task. Be explicit when changing the ticket, company, or record you mean. Wait for the current response to finish before sending another message.
Use a shortcut
The default shortcuts include Find my Account Manager, Open a support ticket, Check training status, and View open tickets. Your provider can change them. Selecting a shortcut immediately sends its question. It is not an unsent text suggestion. Typing your own question gives you a chance to review it before sending.Open a support ticket
Start with the Home AI Assistant and describe the issue. Answer the questions it asks, then review the prepared request. Follow How to open a ticket for the submission result and failure recovery. Tickets > New Ticket is the manual alternative. A New Ticket button can also appear on Home when your role allows creation.
Review a proposed change
When the assistant prepares a change, inspect the review card, target record, and exact proposed values. Use the card’s Apply control only when the proposal is correct; discard it when it is not. Typing “yes” in chat is not the same as applying a review card. Wait for an applied result or creation confirmation. A draft, explanation, or ticket preview does not prove that anything was saved. If a page editor receives the draft, follow that editor’s own Save controls. For an unclear result, check the existing record before repeating the request. A failed attachment or appointment does not necessarily mean ticket creation failed.Return to a conversation
Select Recent conversations (the history icon) to open the available history. Select an entry to reopen it. Press Escape or click outside the list to dismiss it. The history list depends on your current account, company scope, and access. If an older conversation is unavailable after an access or company change, start a fresh question. Do not treat a missing history entry as proof that its ticket or other record was deleted. Use New conversation in the conversation toolbar to begin a separate topic. Starting a new conversation does not undo an applied change or close a ticket.Troubleshooting
Frequently asked questions
Does clicking a shortcut send the question?
Does clicking a shortcut send the question?
Yes. Shortcuts send their preset prompt immediately. Type your own question when you want to review it first.
Where should I start a support request?
Where should I start a support request?
Start with the AI Assistant on Home. Tickets > New Ticket is the manual form alternative.
Does a how-to question create a ticket?
Does a how-to question create a ticket?
Ask explicitly for instructions when you want guidance. Preparing a ticket and submitting it are separate steps; review the proposed request and wait for confirmation.
Can the assistant grant me permissions?
Can the assistant grant me permissions?
No. Your MSP manages user roles and company access. Company administrators do not manage portal users or grant permissions through chat.
Does starting a new conversation undo an action?
Does starting a new conversation undo an action?
No. New conversation starts a new topic. It does not undo saved changes or close created tickets.
Can I rely on a guide citation as proof that my account has access?
Can I rely on a guide citation as proof that my account has access?
No. Read the guide’s prerequisites and use the controls available to your account. Product documentation does not grant access.