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Hi @Bobby_M,
We totally understand the desire to connect with support quickly. Our intention is not to make access to support too difficult, but rather to prevent excessive queue wait times by ensuring questions that can be self-served are answered right away.
The support widget on our help center first tries to determine if your issue or question can be resolved with one of our existing resources. If your question can be answered or issue resolved with one of our knowledge base articles or with one of our chat bot workflows or forms, this allows you to get your answer or solve your problem right away without having to wait in the queue for a chat agent or wait for a response to an email.
Ideally, this method helps keep the wait time down for everyone so our agents can focus their time on responding to questions or issues that require more detail or more complicated troubleshooting.
Our widget does rely on understanding your query so it can serve you the right information. Not everyone phrases their questions or issues the same way or provides enough information in their query to always get the correct answer right away. We are constantly training the widget to improve results based on real queries, but this is an ongoing process and there are some questions or issues that are just too complicated to be solved this way.
If the widget results do not provide what you need, you should always have the option to then proceed to either email support or chat with a live agent (the chat option is only available if your plan allows chat and it’s during our chat hours).
We are always striving to improve our help content and our support experience overall and the data provided through this support widget helps us do that.
