Open a support ticket or start a live chat

There are two ways to reach the lbreeze team. A support ticket keeps the whole conversation in your client area and suits anything that needs looking into. Live chat on lbreeze.com suits a quick question.

Open a ticket

1. In your client area, select Support in the menu.
2. Select New ticket.
3. Type a Subject. As you type, the Before you open box suggests help articles that may already answer your question.
4. Choose a Department, or leave it on Auto-route.
5. Choose a Priority: Low, Normal, High or Urgent.
6. Under Describe the issue, explain the problem. Include addresses, error messages and what you have already tried. You can format the text with Markdown.
7. Select Open ticket.

The ticket opens straight away, with its own ticket number.

Follow your tickets

Select Support to see all your tickets, with the date each was last updated and its state:

• new: waiting for the team's first reply.
• open: the team is working on it.
• awaiting-customer: the team has replied and is waiting for you.
• resolved or closed: finished.

Open a ticket to read the whole conversation. Your messages are marked You, and replies from the team are marked Support team. A reply written by AI is marked Support team (AI) with an AI-generated label next to it.

Reply to a ticket

1. Open the ticket.
2. Type in the Reply box at the bottom.
3. Select Send reply.

You can keep replying until a ticket is closed. When it is resolved or closed, a How did we do? box asks you to rate the help from one to five stars.

Get told when the team replies

When the team replies, you get a notification in the client area and an email with a link back to the ticket. The email does not include the reply itself; you read it in your client area.

To change how you hear about replies, go to Profile, then Notifications, and find Support replies.

Start a live chat

Live chat is on the lbreeze.com website, not inside your client area.

1. On any page of lbreeze.com, select the chat button in the bottom corner.
2. Enter your name and, if you like, your email address. When nobody is at a desk, the email address is needed.
3. Select Start chat.
4. Type your question.

If nobody is at a desk, the chat says so. Leave your email address and your question, and the team replies by email.

Good to know: some chat replies come from an AI assistant. They carry an AI badge next to the sender's name, so you can tell them apart from a person.

When a chat ends, and you gave an email address, a copy of the conversation is sent to you. Select Email it again if you need another copy. You can also rate the chat. If your question needs more work, the team can turn the chat into a ticket.

Which to use

• Use a ticket for anything about a specific service, invoice or domain, or anything that will take time to look into. A ticket belongs to your account, so the team can see which services it is about.
• Use live chat for a quick question, or before you are a customer.

Related

• Find your way round your client area
• Give your team access to your account
• What happens when an invoice is overdue
• Support at lbreeze