Submit a request to support

Who can use this feature?

  • All users
  • Available on all plans

For the fastest support, please start a conversation with our AI chatbot within the Unison application. If you're experiencing login issues or have other inquiries, email (unison-support@totango.com).

If submitting your question via email, please include details, such as the screen you are on (screenshots or video walkthroughs are helpful), a full description of the problem, and the time and date you encountered the issue.

Submit a request via AI chatbot in Unison

The AI chatbot helps you get faster answers to your Unison questions. You can also submit a ticket from within the bot. 

Where can I find the AI chatbot?

The chatbot is listed as "Get Support" and is accessible from the Help (?) menu within the Unison platform.

When to use the AI chatbot

  1. For immediate assistance: The chatbot is designed to provide quick answers to common questions, troubleshoot basic issues, and guide you through simple processes.
  2. To explore solutions: If you're encountering a problem, describe the issue in detail to the chatbot. It will suggest solutions, point you to relevant articles, or even provide step-by-step instructions.

How to interact with the AI chatbot

  1. Provide context: When describing your issue, be as specific as possible. Include details like:
    • The exact steps you took
    • Any error messages you encountered
    • The specific features or functionalities you're having trouble with
    • Screenshots of the issue

      Images are highly valuable to the chatbot for better understanding!

  2. Ask complete questions: Instead of short keywords or phrases, frame your questions as complete sentences. This helps the chatbot understand your intent more accurately.
  3. Create a ticket if needed: If you believe the issue requires immediate human assistance or is beyond the chatbot's capabilities, you can directly type create ticket. This will initiate a support ticket with the information you've provided (see below).

After receiving a response

Continue the conversation or provide feedback:

  • Thumbs up: If the chatbot's response was helpful, give it a thumbs up. This helps train the AI and improve future responses for other users.
  • Thumbs down: If the response was incorrect or unhelpful, give it a thumbs down. You'll be prompted to provide your email address so a support ticket can be created with the conversation history.

Escalating to human support

When you determine that human assistance is required, the chatbot will guide you through the ticket creation process.

  1. At anytime in the chat, type create ticket.
  2. Enter your email address, and click Submit. This allows the system to associate your message with your account and ensure a response.
  3. Once the ticket is created, you can continue adding relevant information to the chatbot thread. This information will be included in the support ticket, providing the support representative with a complete context of your issue.
  4. You will receive an email confirmation with your ticket number and a link to the chat conversation within the Unison Help Center. Due to current limitations, you will not be provided with the ticket number within this chat.
  5. The support team will review your ticket and respond accordingly. You can continue the conversation via email or through your profile within the Unison Help Center.

Starting a new conversation

Click the "+" button in the top right corner of the chat widget to clear the chat and start a fresh conversation. This ensures the chatbot doesn't rely on context from previous interactions that may not be relevant to your current issue.

Important considerations

  • The chatbot is constantly evolving. While it's designed to be helpful, it may not always provide perfect solutions, especially when given unique circumstances. Please check with the Support team if you are performing a critical function based on an AI response. 
  • Human support is always available. If the chatbot can't resolve your issue, you can easily escalate to a human support agent. 

View and update open requests

When an agent responds, you can reply back to the email directly from your inbox. You can also update tickets from within the Help Center after signing in.

For any open ticket, you can do the following from within your Help Center profile:

  • Add a comment
  • Add recipients for CC
  • Update the associated organization
  • Mark as solved

If you need to change the subject of a ticket, please ask Support to assist.

  1. Sign in to the Help Center.
    • First time here? Sign up to create a new profile in the Help Center. The help center does not use your Unison authentication at this time. We recommend signing up using the same email address that you use for your Unison account.
    • Already submitted a request via email? Request a password to manage all of your requests in one place.
  2. From the profile menu, click Requests.

    The My requests tab appears by default.

    • Filter your requests by status (Open, Awaiting Reply, Closed).
    • Search tickets by entering a search term or using ticket property requests.
    • View requests others have CC'd you on from a separate tab.
    • If you're a member of a shared organization, see tickets for all members of that organization and optionally subscribe (follow) to any of those requests.
    • The link to view Organization requests is only available if you're a member of a shared organization.
  3. Click on a request title to view details.
  4. Make changes by adding a comment, adding a CC, or updating the organization.
  5. Click Submit.

Mark a ticket as solved

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

  1. Sign in to the Help Center.
  2. From the profile, click Requests.
  3. Click a request title to view details.
  4. Select the option on the lower side of the request to mark it as solved.
  5. Enter optional comments in the reply, and click Add Reply.

Create a follow-up to a solved request

Re-open a solved request by creating a follow-up request.

  1. Sign in to the Help Center.
  2. From the profile, click Requests.
  3. Click a request title for a solved issue.

    If you have a long list of requests, filter by "Solved" status.

  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.

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