Video Tutorial

Help and Support Options

To get prompt help from our support team:

1. Log in to your CommPeak account.
2. Expand Help and Support in the main menu on the right.

3. Ask for assistance using the Help and Support tab options:
   • Open a ticket to ask a question, create a task, and report an incident or problem
   • My tickets to view the support requests you have opened
   • Help Center to open the Documentation and Developer Hub where you can browse articles and find answers to your questions
   • Call us to access the Support page
   • Network Monitor - Pinger to monitor your office network
   • Account Refund to request a refund for the funds that were debited to your account.
   • Close Account to create your account closure request.
4. Alternatively, contact our support by clicking the CommPeak Smart Assistant button at the bottom right corner of any page in your CommPeak Portal account and then clicking Show Conversations with Agents.
5. This will open the CommPeak Help and Support Widget.

CommPeak Help and Support Widget

Use the built-in CommPeak Help and Support widget to:

• send messages to our support team
• view existing conversations with support professionals
• review open tickets
• browse the Documentation and Developer Hub
• view our Realtime System Status

To use the built-in CommPeak Help and Support widget:

1. Click the CommPeak Smart Assistant button at the bottom right corner of any page in your CommPeak Portal account.
2. Click Show Conversations with Agents.

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NOTE

The CommPeak Help and Support Widget option is available on all https://www.commpeak.com/ and Documentation and Developer Hub pages.

3. The dialog box will open, where you can use the suggested questions functionality.

4. Optionally, type your message in the field provided and click the Send button to start a new conversation.

5. If the provided answer didn't solve your issue, click the Talk to an agent link and click the arrow button below to proceed with the new conversation with our Support agents.

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NOTE

If needed, you can expand the messaging window, download the conversation transcript or use extras such as attaching files, inserting emojis, etc.o

6. Once your message is sent to a CommPeak support representative, a corresponding ticket will be opened and processed as soon as possible.

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NOTE

If a CommPeak support representative is unavailable, or if you leave the CommPeak Portal before we reply, we'll send a copy of your conversation to the indicated email address used to log into your account.

7. You can review the tickets you opened by:

• selecting it right in the widget Messages page. To open it, click Show Previous Conversations with Agents in the header

• clicking the Tickets icon in the widget footer (it becomes available as soon as the first ticket is submitted)
• going to the My Tickets tab.

8. Click the Home button to open the Support Home page with your most recent messages (if any), the system Realtime System Status page message, and the link to this Documentation and Developer Hub.

   

Support Page

Selecting the Help and Support > Call Us tab will open the Support page.

Keep the following support login information ready. Our support team will ask for:

• Customer ID to confirm your identity
• support PIN number.

Remote Control Assistance

CommPeak provides remote assistance via screen sharing.

Click the Remote access button, then download and run the CPRemoteSupport application. Allow a CommPeak support specialist to enter your PC using the application.

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IMPORTANT

We guarantee that it is completely safe to download and run the CPRemoteSupport application. Only authorized CommPeak members can log in to your PC.

Global/Local Support Options

You can reach the CommPeak support team 24/7 using the following:

• a global phone number for phone support or WhatsApp messaging

• specific local numbers for phone support

• Facebook and Telegram chats.