Footer Bar

Functionalities that are frequently used and mostly in emergency situations are grouped in the static footer bar for easy access.

You can currently perform the following actions from the footer bar:

Interact with Zia

To interact with Zia, click the Zia icon on the bottom-right corner of the application. To learn more about the functionalities of Zia, click here.

Contact Support/Submit Feedback

You can use the feedback icon in the application footer to perform the following actions:

Report any issue you encounter within the application
Share suggestions for improvement
Ask questions related to application usage
Provide feedback on application performance

In the Support/Feedback pop-up,

Go to the required tab.
Fill out the required details:
- Select the severity, importance, or priority.
- Provide a subject and description.
- Use the following icons to add visual context to the description:
  - Attach File - Browse and attach relevant files from your desktop or cloud drive.
  - Capture Screenshot - Capture the full screen or a part of the screen as required to pinpoint the affected area. After you capture the screenshot, you can click to edit, crop, or mask sensitive information using the tools available in the editor.
  - Record Screen - The screen recorder is integrated with an internal tool that enables you to record the screen, replicate the issues you encountered in the application, and share the screen recording with the technical support team.
    While screen recording, the screen recorder collects some of the key information, such as console logs, client-side and server-side performance metrics, device details, IP address, etc., that help technicians identify and analyze the issue in detail.
    To start screen recording,
    - Click the grab screen icon in the required tab within the Support/Feedback pop-up.
    - Read through the information carefully to understand the data collection policy. By clicking Start Recording, you agree to share the data mentioned.

Data Collected	Reason
Browser console logs	To debug client-side errors during the recording.
Environment details, such as screen resolution, browser, and OS version	To resolve environment specific issues.
Client-side performance metrics, such as DNS lookup time, TCP connection time, etc.	To debug latency on the client-side.
Screen recording	To get a clear understanding of the actions that led to the issue.
Audio recording	To get a verbal explanation of the issue.
IP Address	To debug region-specific issues.

Select the screen you want to record and click Share to start recording. You can record up to five minutes.
Replicate the problem/suggestion/question you want to address in the application.
You can reposition the screen recorder toolbar at the bottom of the page by dragging . Click the delete icon on the toolbar to stop the current recording without saving. To restart recording, click .
To stop the recording, click Stop Sharing on the top or click Stop Recording on the screen recorder toolbar.

The screen recording will be attached automatically, as shown:

Hover over the attached recording and click:
- View: To preview the recorded video.
- Edit: To edit the recorded video. Use the following tools in the editor to add voice-over, crop/mask sensitive information, add text elements, and more:

Tools	Description
Masking Tool	Hide sensitive information in the recording. You can either block to completely cover the information with a solid color or blur to obscure the information.
Shapes Tool	Highlight key information with rectangles and eclipses.
Text Tool	Add text overlays to the recording.
Arrow Tool	Use arrows to pinpoint the important area in the recording.
Voice-over	Add voice-overs to the whole/part of the recording. Recording voice-overs will replace the existing audio in the relevant timeframe.
Trim Video	Use the trimming tool at the bottom of the editor to retain only the necessary information from the recording.
Reset	To restore the default settings.

After you finish editing, click Save & Close.
Finally, click Send to submit the feedback.

After submitting the feedback, a ticket will be created automatically and handled by the technical support team.

Live Chat for Users

Users can easily interact with technicians and also technicians can interact with one another with the Live Chat feature. Only the technicians configured as Live Chat Support representatives by admin will be available to chat.

Access the Live Chat icon from the static footer bar as shown below.

You can view the unread message count in the icon's superscript.

Support Pane

The Support pane allows you to access various resources directly from the application, including What's New, Video Tutorials, User Guide, Forums, Help Center, Roadmap, Pre-Release Notes, Policies, Webinars, and Contact Information, etc. It also features a dedicated section for Service Availability Status and Reports. To access the support pane, click the icon in the bottom-right corner of the application.

Note: For requesters, the discover product page will be shown with only the what’s new, user guide, keyboard shortcuts, video tutorials, forums, and help center.