Talk to a Person and Track Your Tickets

Bring In the Team

The Swivel Assistant answers most questions itself. When it can’t, it offers to bring in a person from the Swivel support team.

Who can do this: Every Swivel user, including reseller users. Bringing in the team does not use AI credits.

1. Ask your question in the chat.
2. When the assistant has no answer, it says “I don’t have an answer for that one. Want me to bring in someone from the team?”
3. Click Yes, bring in the team.

The chat then reads “A teammate will reply here. You can keep asking me in the meantime.”

What happens next:

• You don’t repeat yourself. The team gets a private summary of your chat.
• The assistant keeps helping. While you wait, it shares related help pages and keeps answering until a teammate replies.
• When a teammate replies, the reply shows in the same chat with the teammate’s name. While they type, the chat shows it.
• When the team is away, the header reads “The team is away. They reply here and by email.” If Swivel doesn’t have your email address, the assistant asks for it so the team can reach you.

When the window is closed, a badge on the sparkles button shows how many replies you have not read.

After a chat with the team, you may be asked to Rate this chat, from Poor to Excellent, with an optional comment.

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Have the Assistant Fill In a Ticket

When something needs the team to look into it, the assistant can fill in a support ticket from your chat.

1. Describe the problem in the chat, or ask the assistant to open a ticket.
2. The assistant fills in a ticket form in the chat, with a Title, a Description, and any other fields the ticket needs.
3. Review the form and change anything that isn’t right.
4. Click Send ticket to send it, or Not now to leave it.

When the ticket is sent, the chat reads “Ticket #N sent. The team will reply here and by email.” If it doesn’t send, the chat says “The ticket didn’t send. Try again.”

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Follow Your Tickets

1. Open the Swivel Assistant.
2. Click the Tickets tab. Each ticket shows its number, title, type and status.
3. Click a ticket to open it. You see its description and the team’s Replies.
4. Click the back arrow (Back to tickets) to return to the list.

You can also ask the assistant in the chat, for example “Where is my ticket about the import?”

Ticket Statuses

These are the statuses you usually see:

Status	What it means
Submitted	The team has your ticket.
In progress	Someone on the team is working on it.
Waiting on you	The team needs something from you.
Resolved	The team has finished the ticket.

When a ticket needs you, a line at the top of the chat reads “Ticket #N needs you” with the ticket’s title. Click it to open the ticket.

How You Hear Back

The team replies on the ticket and in your chat, and by email. You don’t need to keep Swivel open to get their answer.

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FAQs

Does talking to the team cost AI credits?

No. Bringing in the team and the summary the team gets are free.

I have no tickets listed. Is that right?

The Tickets tab lists tickets you have sent. If you haven’t sent one, it reads “No tickets yet. Ask in a chat and I’ll fill one in for you when the team needs to look at something.”

Can I find my old chats with the team?

Yes. Open the History tab. It lists your chats with the assistant and the team.