Technical Support Area

[nymphodorah]

The support page of the website lists three different ways of seeking technical support - 1. start a live chat 2. submit a ticket 3. forums

I am confused as to why when I selected "start a live chat" and filled out the accompanying form, instead of a live chat being launched I received an email saying a ticket had been submitted. This isn't the type of support I was seeking. If there are some sort of "office hours" for live chat, these should be listed here as well. This is an inconsistent experience.

[ZG Support 1]

We are a very small team that work on the guides and live chat is something that we added for people to talk to me during the weekdays when I'm at my computer and have it running instead of waiting for me to reply to an email (which I also do fairly quickly 7 days a week).

[nymphodorah]

That's absolutely understandable, I would just suggest listing some office hours or some kind of disclaimer that if you're offline it will submit a ticket for you. Otherwise it can be a little jarring and frustrating. Having that expectation up front is a better user experience.

[Zygor]

When you click to start a live chat session, if no agents are available for live chat, there is a message that explains nobody is available currently, so leave a message and we'll get back to you:
https://i.imgur.com/mpxyX5y.png