Using Support Chat

Chat is the quick back and forth beside the formal record: a clarifying question, a screenshot, confirming you are both talking about the same thing.

1. Select Support Chat in the menu.
2. Pick a room from the list on the left. Rooms are named after your projects, and the small chip beside the name says which organisation owns the room, which is what tells two similar rooms apart.
3. Use the Search chats box above the list if you are in several rooms.
4. Write in the Write a message box at the bottom and press Enter, or the send button beside it.
5. Press the paperclip to attach files before you send.
6. Press the menu button at the top right of a conversation to open Chat details, with the room description and the Participants list.

To point at a record inside a message, type an at sign followed by at least two characters of its title. A list of your matching issues and feature or change records appears, and choosing one drops its reference into the message. Once sent, hovering that reference shows a summary card with a View link straight to the record.

For a message you sent: hover it to reveal the edit and delete buttons, or press and hold it on a touch screen to get Copy text, Edit and Delete. An edited message is marked (edited); a deleted one leaves a message deleted placeholder rather than a gap.

A web address you type in a message is clickable where it stands, and opens in a new tab.

Rooms are set up for you, and the participant list is managed for you too, so there is no create or invite button on this page. If you need a room that does not exist, or somebody added to one that does, ask an admin. On a phone the room list and the conversation take turns filling the screen; the arrow at the top left of a conversation goes back to the list.