Team: Huntress Portal
Summary: How to contact the Huntress Support teams via Chat
Overview
Once you've signed into the Huntress portal, it's easy to reach out to Huntress support. The Huntress chat bot can help answer many questions, but when you get stuck, a live technician can help you via chat as well!
In this Article
Accessing the Help Chat Bot
Attaching a File
Getting an Email Transcript
Ending the Chat
Accessing the Help Chat Bot
- Navigate to Huntress Portal (recommended) or the Huntress Knowledge Base portal.
- Click "Help" button in either portal to start a chat
- View from the Huntress Portal (top right)
- View from the Huntress Portal (bottom left)
- View from the Huntress Knowledge Base portal
- View from the Huntress Portal (top right)
- Ask a question to the Huntress Support chat bot. It will attempt to give you any related documentation to your query, and some early steps or guidance to follow.
- If you're not completely satisfied with the answer, or if you prefer to speak to a support representative, provide a single prompt with the information you are looking for, then choose the "Chat with Support" option.
- The "Chat with Us" prompt will appear. Your name and email should auto populate if you are signed into the Huntress portal. Otherwise, put in your name and email - this will be used for any communication follow up.
- Choose the team you would like to speak with and type out a brief message of what you would like to discuss with the technician. Include relevant information such as links to Huntress portal pages, knowledge base guides, or third party pages that may help expedite the technicians' response.
- For Incident Reports and related escalation requests, choose the SOC Support team
- For other technical inquiries, choose the Product Support team. Choose this team if you are not sure which option to select.
- Choose the "Start chat" option to enter the chat queue.
Attaching a File
If you need to attach a file, select the paper clip icon at the bottom of the chat window.
Getting an Email Transcript
Click the three dots below the chat box. Choose "Email transcript"
Verify your email address is correct and Click "Send"
You will get a pop up reading "Email will be sent to <your email address> when the chat ends."
Ending the Chat
Click the door close icon to leave the chat.
To prevent accidental closure, you will need to click "End" to verify you would like to end the chat.
From here you can leave a rating and/or a comment for the technician about your experience with the chat. If you do not wish to review the technician, choose the "Skip" option.