Trying to Contact the Helpdesk?

If you want to contact the helpdesk, the best way to do this is to use Connective Chat within operating hours or raise a Helpdesk ticket outside of operating hours.

You can do all of this without leaving Mercury!

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 Get more help button
5. 
6. Click on Chat with the Helpdesk
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. 

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 Get more help button
5. 
6. Select Submit a ticket
7. 
8. Select the issue your ticket relates too
9. 
10. Complete the Ticket details
11. 
12. Click Send

To raise from 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. Click Submit