1. In a nutshell

From within our Bookings Help widget, you can get assistance from our support team in different modes like live chat, email support, and screen record to raise requests and solve your queries.

2. Feature availability

• Available for all plans. Live Chat is available only for paid plans.
• All Bookings users can access our help widget.

3. Overview

While using a product, you may encounter questions or experience issues that can disrupt your workflow. Rather than a cumbersome process to reach support, an in-product help widget provides instant assistance by reaching support technicians within arm's reach.  

Our built-in help widget speeds up resolving your queries and gets you back to using the product without any hurdles. You can perform the following actions in this help widget:

• Live chat
• Email support
• Screen record
• Edit access

4. Live chat  

You can access immediate support by clicking the Live Chat option in the Help Widget. Post your question in the chat window and click Start Chat. Our support representative will assist you promptly.

Note: Free plan users will not have access to Live Chat.

You can send a voice message using the Voice Message icon and attach files by clicking the Share Files icon during the chat.

Unsupported file formats for attaching file include ade, adp, apk, appx, appxbundle, bat, cab, chm, cmd, com, cpl, dll, dmg, exe, hta, ins, iso, isp, jar, js, jse, lnk, mde, msc, msi, msix, msixbundle, msp, mst, nsh, pif, ps1, scr, sct, shb, sys, vb, vbe, vbs, vxd, wsc, wsf, wsh, terminal.

5. Support  

5.1 Email support  

Submit a ticket to our support team from the help widget directly.

To do this:  

1. Click Help at the bottom right corner.
2. Select Support, then click the Email Support tab.
3. Enter the Subject and Message. You can attach a file using the Attach icon or capture a screenshot using the Grab Screen icon , which will help the support team to understand the issue more rapidly. Click Submit. This will raise a support request, and you will receive a follow-up email from our support technician in a short while.

Unsupported file formats include ade, adp, apk, appx, appxbundle, bat, cab, chm, cmd, com, cpl, dll, dmg, exe, hta, ins, iso, isp, jar, js, jse, lnk, mde, msc, msi, msix, msixbundle, msp, mst, nsh, pif, ps1, scr, sct, shb, sys, vb, vbe, vbs, vxd, wsc, wsf, wsh, terminal.

5.2 Screen record

You can record your screen and send the recorded video while raising a support request. This will be helpful to address your concern swiftly. Using this feature, you can:

• Record the screen and demonstrate the issue through the recorded video
• Provide an explanation along with the video through voice recording and annotations
• Mask sensitive information by blurring certain sections of the video
• Raise a support request attaching the recorded video

Learn how to perform screen recording and raise a ticket

5.3 Edit access  

Allow the support technician to access your Bookings application to debug and find out the issue. 

Edit access can only be enabled by super admins.

Please note that the access provided is very secure, and the support team can only access your Bookings tool for the purpose of troubleshooting and resolving the reported issue. Rest assured that the technician will not have access to your account home page, account setup page, account subscription page, any other application within your account, or your password.  

To grant access:

1. Click Help at the bottom-right corner.
2. Select Support, then click the Edit Access tab. 
3. Click the Enable Access button.
   

Once the issue is resolved, you can revoke the access that you have granted by clicking the Revoke button.

If you are a Zoho One user and access Bookings from the Zoho One dashboard, then click the profile icon to find the Enable Access option as shown in the below image. 

6. Related links  

• Zoho Bookings: Service Level Agreement (SLA)