Nue Support Center

overview the nue support center provides a streamlined way to access help and support resources directly within the nue app and nue on salesforce this integrated support center gives you quick access to release notes, documentation, help articles, ai assistance, and your support tickets, all without leaving your workflow accessing the support center the support center is accessible from within nue app available in the main application interface nue on salesforce getting started permissions before you can access the support center, the appropriate permission must be enabled for your user account enabling access to support center navigate to roles in the nue app locate the access to support center checkbox under system settings in system administrator enable the checkbox to grant access note only a system administrator can enable this permission, and they can only enable it for themselves additionally, you will have to activate the nue domains nue io" in the trusted urls in salesforce in salesforce setup, navigate to trusted urls (setup → trusted urls, or search 'trusted urls' in quick find) locate the existing nue domains entry with url nue io and ensure the 'active' checkbox is checked if it's not checked, click edit, check the active box, and save landing screen when you open the support center, you'll see the landing screen with a friendly "hello there 👋 how can we help?" greeting along with several quick access options available resources on landing screen latest release links directly to the most recent release notes on our documentation site, keeping you informed about new features, improvements, and updates knowledge center takes you to the home page of our documentation site, where you can browse comprehensive guides, tutorials, and reference materials search for help search through our faqs, support articles, common issues, and troubleshooting guides as shown in the screenshot, you'll see relevant articles like troubleshooting auto renewal issues troubleshooting pdf generation issues in nue this resource helps you find answers quickly without needing to contact support our ai agent also references these same resources when assisting you during conversations navigation the support center includes four main navigation buttons at the bottom of the screen 🏠 home returns you to the landing screen with quick access to release notes, knowledge center, and search functionality 💬 messages access all your active conversations in one place, including conversations with fin, our ai support agent active tickets with our support engineering team when you have no active messages, you'll see "no messages" indicator message "messages from the team will be shown here" "ask a question" button to start a new conversation 🎫 tickets view a complete list of all your support tickets the tickets view displays ticket titles and descriptions ticket numbers (e g , #44299584, #45848952) status indicators (e g , "resolved") a notification badge showing the number of unread messages from this view, you can click on any ticket to see its details scroll down within a ticket to find the "continue the conversation" button, which opens the conversation thread for that specific ticket ❓ help access our comprehensive library of support articles, faqs, and troubleshooting resources the help screen shows personalized greeting "hello there 👋 how can we help?" latest release notes link knowledge center access search for help functionality quick links to common troubleshooting articles this is the same content available through the "search for help" feature on the landing screen getting support starting a conversation with fin ai agent click the messages button in the bottom navigation if you have no active conversations, you'll see a prompt "messages from the team will be shown here" click the "ask a question" button to start a new conversation fin will introduce itself with the message "hi there! you're speaking with nue fin ai agent i'm well trained and ready to assist you today but you can ask for the team at any time how can i help?" type your question in the text field at the bottom and begin your conversation the input field includes options to attach files, add emojis, gifs, and voice messages about fin fin is trained to assist with common questions and can reference our knowledge base, faqs, and troubleshooting guides to provide immediate help if your issue requires human assistance, you can ask for the team at any time, and fin can escalate to our support engineering team viewing and managing tickets all support tickets are easily accessible through the tickets section ticket display each ticket shows a brief title/description ticket number is clearly displayed (e g , #44299584) status is indicated (e g , "resolved") unread message notifications appear as badges ticket actions click any ticket to view its full details and conversation history scroll down within the ticket view to find additional options use the "continue the conversation" button within a ticket to add updates or additional information viewing and managing tickets all support tickets are easily accessible through the tickets section ticket display each ticket shows a brief title/description ticket number is clearly displayed (e g , #44299584) status is indicated (e g , "resolved") unread message notifications appear as badges ticket actions click any ticket to view its full details and conversation history scroll down within the ticket view to find additional options use the "continue the conversation" button within a ticket to add updates or additional information ticket portal the ticket portal is a dedicated web interface where you and your team can view and manage all support tickets from your organization in one place you can also join open ticket conversations to collaborate with your team and our support staff accessing the ticket portal the ticket portal can be accessed in two ways option 1 from the home tab from the home tab of the support center, scroll down to find the new ticket portal card click on it to open the ticket portal in your browser option 2 from the tickets tab from the tickets tab of the support center, you will see a looking for your company’s tickets? banner at the top with a go to ticket portal link click it to open the full ticket portal in your browser authentication requirements access to the ticket portal requires an active nue app session you must be logged into the nue app to access the ticket portal if you are only logged into salesforce (but not the nue app), the portal will show a "you are not logged in" message and will not display any tickets if you are not logged in at all, you will see the access restriction screen below the ticket portal interface once logged in, the ticket portal displays all tickets associated with your organization the main view includes your organization's name two tabs all (every ticket in your organization) and created by me (only tickets you submitted) a search bar to quickly find specific tickets filter options to narrow down results filtering tickets filter by state click the state is any button to open a dropdown listing all available ticket states you can select one or more states to filter simultaneously submitted escalated to feature request in progress reopend waiting on patch or release waiting on support waiting on customer resolved add more filters click + add filter to apply additional filter criteria the available options are created on – filter by the date the ticket was created type – filter by ticket type updated on – filter by the date of the most recent update viewing ticket details click on any ticket in the list to open its full detail view the ticket detail page displays ticket title and current status (e g , "resolved • 2 months ago") a status message (e g , "juan has completed your ticket") created by (email address of the submitter) ticket id ticket type description priority component joining a ticket conversation for tickets that are open or in any active status, you can join the conversation to collaborate with your team and nue's support staff to join a conversation open the ticket detail view by clicking on a ticket in the portal or the widget click the view conversation or join conversation button at the bottom of the page the conversation thread will open in the nue fin messenger, showing all messages, status updates, and activity for that ticket you can add messages, provide additional context, or respond to the support team directly within the thread conversation access rules tickets in any open or resolved status (submitted, in progress, waiting on support, resolved, etc ) you can view the ticket details, join the conversation thread, and add new comments or messages closed tickets closed tickets cannot be accessed or reopened if you need to follow up on a closed issue, please open a new ticket through the support center missing tickets or no portal access if you cannot see your organization's tickets or cannot access the ticket portal, it may be due to one of the following you are not logged into an active nue app session you are only logged into salesforce, not the nue app your account has not been linked to your organization's workspace please reach out to the nue support team through the support center messenger (click ask a question in the messages tab) our team will review your access configuration and resolve the issue when contacting support, please provide your email address your organization / company name a description of what you see when attempting to access the portal (e g , error message, blank screen, or "not logged in" notice) tips for best results ✅ search first use the search for help feature to find quick answers to common questions before starting a conversation ✅ be specific when asking fin for help, provide specific details about your issue, including error messages, steps you've taken, and what you're trying to accomplish ✅ check tickets review your existing tickets in the tickets section before creating a new one to avoid duplicates ✅ stay informed check latest release notes regularly to learn about new features and improvements ✅ use resources browse the knowledge center for comprehensive guides and documentation support availability resource availability self service resources available 24/7 through the knowledge center and search for help fin ai agent available 24/7 for immediate assistance support engineering team available during business hours for escalated issues and complex technical problems frequently asked questions q can i switch from fin to a human support engineer? a yes! at any time during your conversation with fin, you can request to speak with the support team, and your conversation will be escalated q how do i know if my ticket has been updated? a you'll see a notification badge on the tickets or messages button indicating new activity on your tickets q are my previous tickets and conversations saved? a yes, all your tickets and message history are preserved and accessible through the tickets and messages sections q can i see tickets created by my colleagues? a yes the ticket portal’s all tab displays every ticket submitted by anyone in your organization, not just the ones you created personally use the created by me tab to filter down to your own tickets q can i reopen a resolved ticket from the portal? a resolved tickets can still be accessed and joined — you can view the details and add new messages to the conversation only tickets in a closed status can no longer be accessed or reopened if you need to follow up on a closed issue, please open a new ticket through the support center q i can’t see any tickets in the portal what should i do? a first, make sure you are logged into an active nue app session — logging into salesforce alone is not sufficient if you are logged in and still see no tickets, please reach out to our support team through the support center messenger we will review your access configuration and resolve the issue promptly q can i join a ticket conversation that was started by someone else in my organization? a yes any ticket visible in the all tab can be opened and joined, regardless of who originally submitted it, as long as the ticket is not in a closed status