Help center: Support channels

InEvent customers have access to chat, email, and pre-scheduled calls. Our service and support team are available 24 hours a day, seven days a week, on the channels below, to assist you with the best solutions to your questions or difficulties in using the InEvent platform on a daily basis.

Additional benefits of Enterprise accounts
For Enterprise accounts, our customer success team provides structured customer onboarding for a smooth transition when your contract begins. Enterprise customers will also have a project manager to help with any questions through the implementation and contract life cycle. Click here to learn more about the benefits of Enterprise accounts.

Official channels

screenshot of official channels

Enabling and disabling the support options

By default, all support options available for you will be enabled in your company. But if you would like to enable or disable a support option, go to the company level, and click Account > Tools in the menu on the left-hand side. Then, scroll down until you see the Support section.

All tools that are enabled will be set to Yes, and all tools that are disabled will be set to No. To change its status, press Edit and tick or untick the corresponding checkbox of the support option you would like to toggle on or off.

Support options on the company tools

How do I access the Help center?

To check all support channels, click on your name in the upper right corner of the page and click Help center.

Accessing the Help Center

You will then be taken to a dashboard with all support channel options, which includes live chat, video call sessions, email support.

Help center
The image above shows the Help center dashboard of an Enterprise customer that has a project manager to help with any questions through the implementation and contract life cycle. If you are not an Enterprise customer, your dashboard might look slightly different, but you will also have chat, email, and video call support.

Chat support

All InEvent customers have access to our business chat that is available 24/7. A happiness agent will help you with your request.

How do I contact InEvent via chat?

There are two options for you to contact our live chat support from the platform:

  1. You can contact our live chat support via Help center by pressing the blue button Chat and a window will pop up on the right-hand side for you to talk with a happiness agent.
Happiness agent
  1. Or you can simply click on the Chat icon in the bottom right corner.
screenshot of inevent live chat icon

Then, click on Send us a message and enter your questions or difficulties.

screenshot of the chat

In-app chat support: for iOS devices only

You can also reach out to us on chat using your phone. To do so, make sure you are logged in to the app using your administrator profile. Once you click on Menu, you will see the Get support tab. Click on this tab and you'll be able to chat with us.

Screenshot of InEvent app > get support

Email support

Email support is also available for all customers. Enterprise accounts have a 3 business hours industry SLA guarantee. Detailed and thoughtful answers will be delivered directly to you.

How can I contact InEvent via email?

To contact our team via email through the platform, you should click on the blue button Email corresponding to the person you would like to contact.

Email support
You can also contact us by sending an email to support@inevent.com.

Video call sessions

Video call sessions can also be booked using the Help center. Standard phone numbers or any compatible video conferencing software can be used for these calls.

If you do not want to use the InEvent official Zoom link that will be sent to you once you book a support call, you must contact the InEvent support team and inform us which link you would like to use so the customer success agent can join the call. In that case, InEvent will not be liable for any loss of data, recording, information, or audio/video loss. We do not recommend using links other than the ones provided by InEvent.
How can I schedule a support call?

You can access and schedule a support call with our Customer Success specialists on our platform.

To book a support call and select the time it best works for you and your team, please, follow this step-by-step:

  1. Access the Help center
  2. Press the blue button Call corresponding to the person you would like to contact.

Booking a support call
  1. It will take you to a new screen. This screen details the times in which the InEvent reps are available for each day. You can select the time you wish to book a call and the time slot from thirty minutes up to a one-hour call.
Accessing the you can book me system
  1. As soon as you select the time, you will be redirected to a screen to fill out your name, email, and notes. There is also the option to choose between your preference of either Video or Telephone and to choose your Language, as well as the duration of the call.
Please, keep in mind that Zoom calls can have a maximum of 100 participants, including the customer success specialist.
Confirm booking

  1. After filling in the fields, click on the Confirm Booking button.
screenshot of confirming booking
  1. The process is now concluded. The schedule has been confirmed and you will receive a confirmation email and also a second email with a link for you to access the support call.
Confirmation screen
Please, note that booking calls on hold and not attending them may impact your ability to book new calls.
How many support calls can I book?

Customer requirements are taken into account when creating the personalized support plan at the InEvent platform. Chat and email support is unlimited.

The table below will show you the recommended hours of training to fully understand the InEvent software and its functionalities based on the purchased plan.

Package

Recommended Hours

Required Training

Basic

6 Hours

6 training sessions

Express

12 Hours

12 training sessions

Advanced

15 Hours

15 Training sessions

Full

17 Hours

17 Training sessions

Can I schedule calls when on a free trial?

Yes, you can book support calls while you're on the free trial. You'll have the possibility to book up to 3 hours per week.

How can I cancel a support call?

After booking a support call, you will receive an automatic e-mail with the call details. If you wish to cancel a support call, you should click on the Click here to cancel this booking link that appears at the bottom of the confirmation email.

Cancel booking

A new tab will be opened in your browser, and you will be able to write the reason why you want to cancel the booking. Your support call will be canceled once you click on Confirm Cancellation.

Confirming cancellation

Then, you will see a cancellation code and a confirmation message informing you that your appointment has been canceled.

cancellation code image
Once a support call has been scheduled, it's not possible to change its time, you will need to cancel it and schedule a new meeting.

Contacting the developers

You can ask technical questions using our issue reports tool and our developers will answer you. Click here to learn how to do that.

In-person training

Click here to book a call with our sales team and discover pricing for in-person training.

Partners

InEvent works with strong, skillful, and certified partners to provide additional support models not covered above. Click here to learn more about the EventMarket.


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