Technical Support
Engagement messenger allows the user of an organisation account to access our support services while logged in, and without the need to call Converge UK.
You can access Engagement Messenger while logged into your organisation account by clicking the blue chat icon in the bottom right of your screen.
There are 4 key areas of Engagement Messenger to help you access the core support services of Converge UK. These are:
- Search the Converge UK knowledgebase
- Raise a support case
- View your support cases
- View your managed assets
The Converge UK Knowledgebase is collection of support information designed to help you answer questions you may have about your devices, such as hardware, software, updates and more.
From Engagement Messenger, use the search bar under the “Search for answers” heading.” Type in your search query and the Converge UK knowledgebase will show you all the topic relating to your search query.
You can raise a support ticket inside Engagement Messenger by following these simple steps:
- Click on “Request things you need".
- Then click on “Support”
- Click through to “Hardware Support Ticket”
- Fill out the form with the details of your support request.
A member of the Converge UK support services team will review your ticket and reply through the ticket on Engagement Messenger.
With Engagement Messenger open, click on “My Cases” to display a list of all cases. These can be filtered to make it easier to find what you are looking for by clicking on the filter icon. You can then click on a case to view the full details.
Yes, you can. By clicking on the “Hamburger” menu icon, you can select from a range of export options to suit your needs.
You can view your managed assets in Engagement Messenger by selecting the “My Assets” option from the list with Engagement Messenger open. You can view the assets serial number, model number, contract end date and contract state. Note: By default, assets where the contract end date is greater than 5 years are not displayed. You can still view these assets by clearing the filter.
You can add replies to open cases in Engagement Messenger and view replies from us. If you require more help, please contact us on 0333 2416 743 and someone will be happy to assist you.
