Help › Functions
Cases and chat: help from support
How to ask the AI assistant, talk to a person, follow your cases and attach files.
When a help article is not enough, support in the web console helps: first the assistant in the chat, then a person through a case if you need one. You find both under Cases.
The chat with the assistant
macOS
This function is coming soon to macOS.
Windows
This function is coming soon to Windows.
iPhone & iPad
This function is coming soon to iPhone & iPad.
Web
Open Cases and choose Chat with the assistant. The assistant is an AI and says so. For every answer it names the source, usually a help article. Under an answer you say with one click whether it helped.
The assistant never asks for passwords or codes and changes nothing on your account or devices, even when a text in the chat asks it to.
If your e-mail address is not confirmed yet, the assistant can show you the button Send the confirmation mail again. The mail goes out only when you press it. If none arrives, check your spam folder or try again later.
Talk to a person
Choose Talk to a person. The assistant sums up your chat as a case. You read the text, change it, attach files and send it with Send case. A confirmation arrives by e-mail, and the team's answer here and by e-mail. How fast we usually answer is shown on the case.
You can also write a case without a chat with New case.
Continue a chat from the website
If you wrote with the assistant on the website and asked for a person, you sign in and the chat continues in the console. This works only in the browser where you started the chat, and only once. If the handover has expired, start a new chat or write a case.
My cases
Under My cases you see all your cases with their state, for example Waiting for you. A number on an entry shows unread answers. In a case you reply, attach files and mark it with Mark as solved when it is done. You can reopen it while Reopen is available. A closed case takes no more messages; New case about this starts a new one that refers to it.
Attach files
You can attach images, PDF, text, logs, JSON and short videos. The page shows which limits apply. Every file is scanned for malware before anyone sees it. If support does not accept a file, the page tells you why.
Cases from e-mails
If you e-mailed us from your confirmed address, Cases from e-mails shows the case. With This is my case you link it to your account.