Contacting the Helpdesk

Using Connective Chat

Note: Connective Chat is not available in the Mercury Desktop. 

1. In the top-right corner of Mercury, click 
2. Type in a keyword that relates to the question you have. 
3. Hit the enter key
4. Click on the Contact us button
5. 
6. Click on live chat
7. 
8. Choose the department the issue relates to
9. In the message field, type your message
10. Click on the Start Chatting button
11. 
12. You will be connected with the Mercury Helpdesk
13. 

Note: to return to the Article Search you will need to manually close the Connective Chat window. 

To Close Connective Chat:

1. Click on Options and hit End This Chat
2. 
3. Click the End button   
4. 
5. Close the help window. 

Raising a Helpdesk Ticket

There are a couple of different ways to raise a Helpdesk Ticket. 

Note: You can also raise a Helpdesk ticket using the Connective Help Tool on the Mercury Desktop.

To raise a ticket whilst in Mercury:  

1. In the top-right corner of Mercury, click 
2. Type in a keyword that relates to the question you have. 
3. Hit the enter key
4. Click on the Contact us button
5. 
7. From the drop-down select a department. 
8. 
9. Select the issue your ticket relates too
10. 
11. Complete the Ticket details
12. 
13. Click Send

To raise a ticket in the Connective Wiki

1.  Open any Category and click on Submit a request
2. Select the area you need help with
3. Complete the ticket details
4. 
5. Click Submit