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.
- In the top-right corner of Mercury, click
- Type in a keyword that relates to the question you have.
- Hit the enter key
- Click on the Get more help button
- Click on Chat with the Helpdesk
- Choose the department the issue relates to
- In the message field, type your message
- Click on the Start Chatting button
- You will be connected with the Mercury Helpdesk
Note: to return to the Article Search you will need to manually close the Connective Chat window.
To Close Connective Chat:
- Click on Options and hit End This Chat
- Click the End button
- 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:
- In the top-right corner of Mercury, click
- Type in a keyword that relates to the question you have.
- Hit the enter key
- Click on the Get more help button
- Select Submit a ticket
- Select the issue your ticket relates too
- Complete the Ticket details
- Click Send
To raise from ticket in the Connective Wiki
- Open any Category and click on Submit a request
- Select the area you need help with
- Complete the ticket details
- Click Submit
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