Contacting support: chat and ticket

At the bottom right of every page in allverto you see a round support bubble. It lets you reach allverto support without leaving the app: in a chat or with a ticket. Everything you write is saved as a request – you can find it again at any time under My requests.

#Chat or ticket?

#Starting a chat

1. Click the support bubble at the bottom right.
2. At the top you can see whether support is currently available, e.g. “Support is available until 17:00.”
3. Click Start chat and type your question.
4. The AI assistant answers within a few seconds – based on this help. Below the answer you'll find the articles it comes from; one click opens them.
5. If the answer isn't enough, click Talk to a person.

#Handover to a member of staff

• During support hours, and if someone from support is online, a member of staff takes over directly in the chat. You can see when they are typing.
• During support hours, but nobody is online: your chat waits in the queue. You do not have to stay in the chat – as soon as someone replies, the support bubble shows a red dot and you hear a short sound (can be switched off under “Sound for new replies”). If nobody takes over within about 10 minutes, the chat becomes a ticket – you will then see the reply in the support window.
• When a member of staff takes over, the history shows “A member of our team has taken over” with their first name.
• Outside support hours, your chat is automatically saved as a ticket – with the entire history. You get a reply as soon as support is back – it appears in the support window and in the bell.

If the AI assistant is switched off and nobody is available right now, you create a ticket directly.

#Creating a ticket

1. Click the support bubble and then Create ticket.
2. Enter a Subject and choose the Topic, e.g. “Error or problem” or “Subscription and invoice”.
3. Describe your issue as precisely as possible: what did you do, what happened, what did you expect? Mention order or item numbers if it concerns specific transactions.
4. Attach files if needed – screenshots, PDF, Excel or CSV (up to 10 MB per file).
5. Only switch on Urgent if your work has come to a standstill.
6. Click Send ticket.

When support replies, the support bubble shows a red dot and a notification appears in the bell. The reply is in the request in the support window; one click on the notification opens it directly.

#My requests

In the support bubble, My requests lists all your chats and tickets with their number and status:

The red number on the bubble shows new replies you haven't read yet. Via a request's menu you can close it yourself once your issue has been resolved.

Solved and closed requests are collapsed under Done – one click expands them. Closed requests disappear from the list after a while; nothing is deleted.

If you say goodbye to the AI assistant (e.g. “Thanks, that's all”) and nothing is left open, it closes the request – in a chat as well as in a ticket. Support can automatically close requests you have not replied to for a while. In both cases there is a note in the history; just write again and the request is open again.

#In your language

You write in the language in which you use allverto. Support replies in German – the reply is automatically translated into your language. With Show original you can see the original text at any time. If a translation is not available, you see the original with a note.

#Good to know

• Messages cannot be changed or deleted afterwards – the history remains fully traceable.
• If support needs to look at something in your company, you grant support access for this – read-only and for a limited time.