The best way to contact support is to use the chat bubble in the bottom-right corner of Sisu. If necessary, we're happy to hop on a Zoom call if we aren't able to resolve the issue/question using our chat.

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Using the Sisu Chat Bubble to Contact Support

The preferred way to request support from Sisu is to click the chat bubble.

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Starting a New Conversation

Do the following to start a new conversation with support:

  1. Log into Sisu.

  2. Click the chat bubble in the bottom-right corner of the screen.

  3. Click Send us a message.

Continuing a Conversation

If you want to return to a conversation that you've already started, follow these steps:

  1. Log into Sisu.

  2. Click the chat bubble in the bottom-right corner of the screen.

  3. Under "Continue the conversation," you'll see the last conversation you had as well as a link that says See all your conversations. Click either one to access the conversation you want to continue.

Great Reasons to Use the Chat Bubble

  • The Success Team, which manages the chat, has a quick turnaround time for getting help and answers to our users.

  • Your support request is properly associated to your team in Sisu.

  • Everything discussed in the chat is documented.

  • It's easy to continue an existing conversation.

What to Include When Reaching Out to Support

  • Tell us about your problem and what you need help accomplishing.

  • If the problem is occurring on a specific page, copy the URL of the page and give it to the Success Team member who's helping you.

  • Include a transaction ID, if applicable.

  • Attach a Loom video, if possible. (see the section below for more information) If you can't shoot a Loom video, then include screenshots.

The Importance of Loom

We use a free tool called Loom (www.loom.com) that allows you to record your microphone and your screen. This allows you to easily create a video that will show us firsthand the problems you're having. Unless your issue is very trivial, it's often a good idea to shoot a Loom video for us to watch, because we may end up requesting one anyway.

Loom helps to...

  1. Improve clarity and remove misinterpretation (no matter how simple the issue might appear to you or one of your agents)

  2. Drastically speeds up the resolution of your question/issue

  3. Gets it prioritized higher with our product development team if a bug is found or a feature is needed

Please make sure your microphone is on when recording your video. Walk us through exactly what you're seeing!

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