How do I use the Help Desk/Live Chat?

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If you ever have a question you’d like to bring up to us, you can contact us by going to Help > Help Desk – Support Tickets.

On this page you will be able to submit new tickets, review old tickets, or even chat with us.


Submitting a New Ticket

On the right-hand side of the screen is an area where you can compose a new ticket. Add a Subject line (similar to the subject line of an email) and in the large white box below it, provide as many details as possible regarding your question or comments so we can help you.

You can also attach files to your ticket, such as screenshots or data, using the Attach File >> button at the bottom right-hand corner.

When you’re finished composing your ticket, click the Add button at the bottom right-hand corner. Existing tickets will show on the left-hand side of the screen. We will respond to your tickets as quickly as possible.


Seeing Closed or Resolved Tickets

At the top left-hand corner, where it says Show tickets where Status is: you have the option to change it from “Equal” to “Not Equal”. This will show all of your closed or resolved tickets.


Using Live Chat

At the bottom right-hand side of the screen you will see a green tab that will pop up into an in-page window when clicked.

When an agent is available it will say Chat Now. Clicking on the pop-up will allow you to enter some basic information and enter a chat room with one of our agents.

If no agents are currently available, or it is outside of our office hours, it will say Leave a Message. Leaving a message is similar to creating a ticket, and you will receive a response from us as soon as possible.


See anything missing or out of date on this page? Please contact Simplicity Support at