The chat is a tool that allows users to report issues, and administrators to handle those reports.
User chat is accessible via ConnectPro Agent's menu after clicking the Axence ConnectPro Agent app icon in the system tray on the right side of the Windows taskbar, and then - choosing the Open chat option:
Administrator chat is available in Chat tab of the ConnectPro console:
How does issue reporting work?
Reporting
Only the user can report an issue, while administrator can do nothing but respond to existing issue. User clicks in Report a problem button and describes their problem in the open text field.
Issue can be supported with an attachment, e.g. with a screenshot (maximum file size 25MB), we can add emoticons to the description, we can also use the text-formatting option - all we need to do is to choose the option from those available in text field.
The reported problem becomes visible to all ConnectPro administrators and they can reply to the message.
They also can use remote access to the user device as well:
Resolution
When administrator solves given problem, they mark it as resolved:
Confirmation
The user can either confirm problem being solved, or deny it:
Information about user's reaction will appear in chat window. Until the user does not confirm problem being resolved, they will not be able to report the new one.