Need help from our Support team? You can now reach us directly through our AI chatbot inside ActiveProspect. The chatbot is designed to answer common questions instantly, help with product setup, and route you to a human Support Engineer when needed. This guide walks you through how to reach Support through the chatbot and how to track your tickets.
Support Availability
Our official support hours for ticket responses and assistance are:
- Monday to Friday: 9:00 AM – 5:00 PM U.S. Central Time (CT)
- Live Chat: available during these business hours for Contracted customers.
Quick Steps to Contact Support
- Log in to ActiveProspect
- Click the Support icon (bottom-right of your screen)
- Ask your question or describe your request
- If needed, the chatbot will connect you with our Support team and open a ticket on your behalf
Getting Help Through the Chatbot
Once you open the chatbot, you can ask your question directly and it will do its best to provide an answer. If you’d prefer to be put in touch with a Support representative, or if the chatbot determines your request needs to be escalated, it will ask a couple of quick questions to make sure your request is routed correctly.
You’ll first be asked to choose the option that best describes what you’re looking for:
- How-to question: for guidance on how a specific feature works
- Help with setup: for support setting up a flow, integration, or configuration
- Something’s not working: for reporting an issue, delay, or unexpected behavior
- Billing or accounting question: for questions related to your plan, payments, or account settings
- Something else / feature request: for anything else, including product feedback or new feature requests
After a few additional questions, the chatbot will open a support ticket with the details you’ve shared, and our team will follow up as soon as possible.
Note: If you’re a Contracted customer, the chatbot can connect you with a Support Engineer via Live Chat during business hours (Monday to Friday, 9:00 AM – 5:00 PM CT). Outside of those hours, a ticket will be opened and our team will follow up by email.
Access the Help Center and View Your Tickets
The Help Center lets you track ticket status, view updates, and respond to our support team.
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Don’t have an account?
- Click “Sign up” at the top of the page.
- Complete the account creation process.
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Have an account already?
- Click “Sign in” in the top right corner.
- Enter your Help Center credentials.
- Click your name in the top right.
- Select My Tickets from the dropdown.
You can view the status and history of all your submitted support tickets.
Need anything else?
Our support team will keep you updated through your ticket, and you can reply at any time if you have additional questions or details to share.
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Comments
4 comments
Hi,
Looking at the docs for TrustedForm I have some questions:
1. Since SDK is global, how will the generated URL be associated with my account?
2a. Since it would be my clients criteria, it stems to reason, they would need to configure the Verification Criteria. Correct?
2b. How can I check the generated certs to make sure they satisfy my clients Verification Criteria?
Hello,
Am unable to login to Active Prospect - as I have lost access to the 2FA which I enabled. Now I will need help to get that reset, so I can set it up again.
How do I move forward, as this page says I can only raise a support ticket from inside the application?
Thanks!
Chetan
(ckolli@contractor.renuityhome.com)
https://support.activeprospect.com/hc/en-us/articles/44458557922708/comments/54862227026068
https://support.activeprospect.com/hc/en-us/articles/44458557922708/comments/54862227026068
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