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How can I get help with essensys Platform? | Support Case | Network Issues | Knowledge Base | Chat with us

Stuart avatar
Written by Stuart
Updated over a week ago

We, at essensys, hope that you or your occupiers don't experience any technical issues when you are using the global private network or the essensys Platform, but, if you do, we hope that we can help you out!

This article is intended to help you to get help with your problem:

Step 1: Find a solution in our Knowledge Base

If you have a problem, it is important that you first search the Knowledge Base to see if you can resolve your issue without help. If you find the answer to your issue here, you could save yourselves and your occupiers time on rectifying the issue.

To view and search the knowledge base articles, see Knowledge Base.

Note: You should complete some basic troubleshooting steps for any issues you have, all of which can be found on the Knowledge Base. If you cannot find your answer, or you have gone through the articles and the issue persists, then chat to essensys support.

Step 2: Chat to essensys support

If you have looked through the Knowledge Base pages, but can’t find a solution to your problem, you should engage with essensys support using the essensys Platform's Chat functionality.

To access the chat:

  1. Open the essensys Platform.

  2. In the bottom-right corner, click the Chat widget.

    Chat icon in the essensys Platform

    The essensys help opens.

  3. From this page you can either:

    • Click Send us a message to begin a chat with one of our support team.
      Tip: Before you begin the chat, take some notes about your problem, and any troubleshooting that you already tried.

    • Click into the Search articles field to search for a solution in the Knowledge Base.

If you still don’t have any solution for your problem, you should raise a Case. The support team will help you with this.

Step 3: Raise a Case

If you or your occupiers are still experiencing technical issues or still have questions that you want us to answer, you can raise, monitor, and add attachments to support cases within the essensys Platform. These support cases will be monitored and handled by essensys.

To raise a support case, click Operations > Support, select a Site (if necessary), and click New case.

Further Information

  • If you access the Knowledge Base through the essensys Platform's Chat feature, you will be able to easily return to the pages later.

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