Since the launch of Hearo we have used a chat-based tool to facilitate support requests from our Remote Support Users. While we think this was a useful tool, it lacked in providing awareness as to the status and further insights to the journey of a support request.

To address this, we are moving to a ticket-based support tool. You will still see a green support button at the bottom right side of the Hearo Dashboard. Clicking on this will open a new tab in your browser to the support ticket page. Here you will be able to submit a new ticket as well as see/update all of your other tickets.

With this new system you will now have visibility to the status of each ticket, and conversations will be kept in the context of each specific ticket.

We hope you will find this update useful. Please feel free to provide any feedback - you could even do so via a support ticket 😉