05 Oct 2018 12:53 AM - last edited on 09 Dec 2021 03:32 PM by MaciejNeumann
What exactly is the process right now?
For example, sometimes some of my colleagues open a support ticket and is being looked into (like other usual NAM ticket or AppMon ticket do) while sometimes my ticket would immediately get a reply like this:
So I am not quite sure why sometimes I get this while sometimes I didn't. Also, I've use in-product Chat functionality before but didn't get back any reply. So I would like to sure that in-product chat is something like these?
05 Oct 2018 12:10 PM
Hi Wai,
I don't think that's the live chat you have there. The "Contact us" popup just seems to send an email to Dynatrace while the live chat actually sometimes gets you an immediate answer. It should look like this:
That'll also create a ticket in the Dynatrace support system.
best regards
Franz
07 Oct 2018 08:16 AM
Thanks Franz,
Any idea what's the pre-requisite to get the live-chat feature? 'cause I don't see any actually.
08 Oct 2018 08:54 AM
Hi Wai,
we used to only have the "Contact us" field, too. But that was changed with an update a few versions ago. This seems like a SaaS tenant judging by the achievements, correct? Is there maybe some setting in the configuration? In Managed it looks like this:
best regards
Franz