Help center: Support channels

InEvent author Updated 7 months ago by Amalia

Official channels
Enabling and disabling the support options
How do I access the Help center?
Partners

InEvent customers have access to chat, live phone calls, 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

Enabling and disabling the support options

By default, all support options available for you will be enabled in your company. If you would like to enable or disable a support option, navigate to the Company level and click on Account > Tools in the menu on the left-hand side. Then, click on Support.

All tools that are enabled will be set to Yes, and all tools that are disabled will be set to No. To change the status of each tool, press Edit and use the available toggle to enable or disable the target tool.

Enabling and disabling the support options

How do I access the Help center?

As a company admin or an event admin, you will be able to access the support channels by clicking on your name in the upper right corner of the page and then Help center.

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

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, phone 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:

You can contact our live chat support through the Help center by pressing the green Chat button. A window will pop up on the right-hand side for you to talk with a happiness agent.

Alternatively, you can click on the Chat icon in the bottom right corner of any page at the backend:

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

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.

Live call support

In addition to the 24/7 chat support, clients can request live phone call support that will be replied to within 2 minutes.

How can I request live call support?

To request live call support, navigate to the Help center. In the 24/7 Support section, click on the Phone call button.

You will see a popup to type your phone number. Then, click on Request immediate call.

A new window will open on the right side of the screen with an automatic message:

Our Happiness agent will contact you through the phone number provided. If you want to change the phone number, you can update it through the message field.

Press the send icon to send the message and a Happiness Agent will contact you in less than 2 minutes.

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 Email button corresponding to the person you would like to contact.

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:

Access the Help center.
Press the blue Schedule button corresponding to the person you would like to contact. You will be taken to the booking calendar.

Select your preferred call date and time from the list of availability. After selecting, you will be taken to the Confirm Booking interface.

You can change the duration of the call using the Change duration drop down box. The available options are 30 minutes, 45 minutes, and 1 hour (selected by default).

GIF showing the booking date and time selector

Verify your details in the Confirm Booking interface and select your preferred mode of support call. The available options are Video and Telephone.

The Language of the support call will be the language set on your Company Details.

Keep in mind that Zoom calls can have a maximum of 100 participants, including the customer success specialist.

Click on the Confirm Booking button to confirm the booking.

Once you have confirmed the booking, you will receive a confirmation email as well as an email with a link for you to access the support call.

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.

Recommended training hours

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:

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.

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.

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

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.