We're excited to let you know that we're upgrading our customer support experience with the launch of our new support platform powered by Zendesk.
This change is designed to make it easier for you to get help, access useful resources, and keep track of your support requests. By introducing AI-powered initial responses, we'll also be able to provide faster answers to common questions, helping you resolve your query as quickly as possible.
What's changing?
Our in-platform chat will remain in the same location you're used to, but it will now begin with an AI-powered assistant that can provide instant answers to common questions.
If the AI assistant can't resolve your query, or you'd prefer to speak with a member of our Support team, you'll have the option to be transferred to one of our support agents.
Knowledge Centre
The Knowledge Centre has a new design and layout, however it still contains all our support articles and video tutorials.
Ticket portal
The Knowledge Centre also allows you to access your tickets via the web. You can see the current and previous tickets, view the status, and respond to them directly.
What you need to do
The first time you submit a request through the new ticket portal, you'll be asked to set up an account and verify your email address, this only takes a minute and you'll only need to do it once. After that, you can log in any time to see the status of your requests. This account is separate from the account you use to log into CareLineLive.
You can also proactively sign up using the following link: Register your account
What happens to my existing tickets?
Your existing and open tickets will be migrated over to our new support desk, however there are a couple of things to be aware of:
- Tickets history will no longer be visible within the in-app messenger. To access your previous tickets, please create an account on the knowledge centre: Register your account
- Once signed in, you can view your previous tickets by clicking your name in the top-right corner, and then Requests or follow this link: https://support.carelinelive.com/hc/en-us/requests
- Any tickets you create via email once the support desk has been migrated will not be accessible via the messenger. Please use the Ticket Portal or respond to tickets via email instead.
Why we're making this change
Our new Support Portal gives you greater visibility into your support requests and provides a more streamlined way to find answers and get assistance when you need it.
By combining AI-powered self-service with our dedicated Support team, we'll be able to resolve many queries more quickly while ensuring our agents can focus on more complex issues. This means faster support, improved response times, and a better overall experience.
Whether you're looking for a quick solution in our Help Centre or need help from one of our support specialists, everything will now be available in one central location.
As part of our ongoing commitment to data security and compliance, all data will continue to be stored and processed within the UK.
If you have any questions about the change, or need help at any point, our team is here as always, contact us via support@carelinelive.com or call us on +44 (0)3300 885 767