Getting Help and Support

How to get to the Connective Wiki, raise a Helpdesk Ticket, chat with the Mercury Helpdesk and where to contact the Connective Support Teams. 

Accessing the Connective Wiki from within Mercury

There are a few different ways you can access the Connective Wiki.

1. Firstly by clicking on the Help button and using the search field to find articles. 
2. Secondly, by clicking on the Wiki button in Mercury.
3. You can also click on the Wiki link on the Dashboard 
4. Finally, you can go to support.connective.com.au

To learn more about the Connective Wiki, refer to: Navigating the Connective Wiki

Using the Connective Help Tool to search and locate Wiki articles

Connective Help Tool allows you to locate Articles and Videos without leaving Mercury. 

Note: The Connective Help Tool is also available in the Mercury Desktop. 

1. In the top-right corner of Mercury, click 
2. In the Search field type in Keywords to locate articles
4. 
5. Select the Article from the list

Using Connective Chat

 Connective Chat allows you to Chat with the Mercury Helpdesk without leaving Mercury. 

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

1. In the top-right corner of Mercury, click 
2. Click on the Contact us button and select Live Chat
3. 
4. In the message field, type your message
5. 
6. Click on the Start Chatting button
7. 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. From the drop-down select a department. 
3. 
4. Select the issue your ticket relates too
5. 
6. Complete the Ticket details
7. 
8. 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

Emailing the Helpdesk

To email the Mercury helpdesk: helpdesk@connective.com.au 

To email the Compliance team: compliance@connective.com.au 

To email the Accounts team: accounts@connective.com.au

To email the Accreditations team: accreditations@connective.com.au 

To email the My Marketing team: mymarketing@connective.com.au

To email the Commissions team: commissions@connective.com.au