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title: "In-App Chat Support"
canonical: "https://docs.getxporter.app/space/XPORTERCLOUD/18251779/In-App%20Chat%20Support"
format: markdown
---
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<summary>Table of Contents</summary>

> Macro (toc)
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# Introduction

The Xporter In-App Chat Support (Figure 1) is a tool designed to help you resolve issues, get technical support, and optimize your use of Xporter quickly and efficiently in real-time:

- Immediate assistance: ask questions and get instant answers using the chat; you can also connect with the Xporter support team in real-time.
- Integrated access: easily navigate and access support without leaving your workflow.
- Resourceful guidance: utilize a searchable knowledge base and documentation for self-help options.

> ℹ️ Starting from Xporter version 2.0, new customers, and customers who renewed their licenses can use the In-App Chat Support.
> ℹ️ 
> ℹ️ The In-App Chat Support activation might take up to a week.

# Using the In-App Chat Support

## When to Use the App

The In-App Chat Support should be utilized for quick answers to questions while using or exploring Xporter.

The chatbot provides straightforward answers, and if necessary, connects you with a live agent or raises a ticket for further assistance.

## Access

Starting from Xporter version 2.0, new customers and license renewals can access the In-App Chat Support directly from the Xporter app in Jira Cloud.

1 - In the top menu of your Jira Cloud instance, click *Apps* (Figure 1 - 1) and then *Xporter* (Figure 1 - 2).

2 - The Xporter menu will open on the left side of the screen. There, click *Contact Support* (Figure 1 - 3).

![Figure 1 - In-App Chat Support](media://9abedd13-abad-4beb-8369-8b70e2d33484)

3 - Here, you can access and use the [In-App support solution](https://docs.getxporter.app/space/XPORTERCLOUD/526206/Support+and+Resources#In-App-Chat-Support) (Figure 1 - 9).

## Interacting with the In-App Chat Support

Once accessed (Figure 2), users can utilize the In-App Chat Support search for help, explore suggested topics, or ask questions through the AI bot. The chat interface allows users to provide feedback, rate articles, and continue conversations seamlessly.

![Figure 2 - In-app chat support](media://a43f03c7-145e-4fff-be5a-fff2d0499408)

###  Search for Help

If you click *Search for Help/Help* (Figure 2 - 1; 6), you will find collections of documentation articles (Figure 3 - 2) grouped by topics (support knowledge base, Xray, Xporter, etc.).

![Figure 3 - Help](media://d9e87ff3-2f06-4d38-b31c-bec7bcb4c2fb)

You can also use the search bar (Figure 3 - 1) to refine your search by writing keywords related to your issue.

### Suggested Topics

By default, the In-App Chat Support will display some suggestions for useful articles (Figure 2 - 2). Once you click them, the article will expand (Figure 4).

![Figure 4 - Article](media://bb7b7206-07c3-4d85-a0a4-f6a834517335)

All these articles have the same structure, enhancing the text with screenshots of the product:

- Problem description.
- Possible causes of that problem.
- Solution.
- Option to rate the article regarding its usefulness and to open the article in the help center.

You can use the left arrow (Figure 4 - 1) to go back to the In-App Chat Support home and/or the double arrow (Figure 4 - 2) to expand/minimize the In-App Chat Support modal.

### Ask a Question

You can start a conversation with the AI bot by clicking the *Ask a Question* (Figure 2 - 3) button. When you do so, a chat thread will open (Figure 5).

![Figure 5 - Threads](media://2c72f11e-bd75-442e-b674-8eb61471f3b4)

In this scenario (Figure 5), the user asked for instructions about creating an Xporter template (Figure 5 - 1). In response, the bot presented a set of articles (Figure 5 - 2). The assistant also gave the user the option to get feedback, by letting it know whether the response was useful or not, by possibly connecting the user to a human agent (Figure 5 - 3). If not satisfied, the user can simply keep writing to continue the conversation (Figure 5 - 4).

### Messages

Users can access previous conversation threads through the Messages feature, providing continuity and easy reference (Figure 2 - 5).

![Figure 6 - Messages](media://121c6b6f-6bf2-438d-a000-472959600c97)

Here, you will find the threads of all previous conversations (Figure 6).

<details>
<summary>Support/Troubleshooting</summary>

If you have questions or technical issues, please [contact the Support team via the Customer Portal (Jira service management)](https://jira.getxray.app/servicedesk/customer/portal/2/user/login?destination=portal%2F2%2Fcreate%2F28) or [send us a message using the in-app chat](https://docs.getxporter.app/space/XPORTERCLOUD/18251779/In-App+Chat+Support).
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