{"id":2370502,"date":"2024-06-21T10:58:03","date_gmt":"2024-06-21T17:58:03","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2370502"},"modified":"2024-06-21T10:58:03","modified_gmt":"2024-06-21T17:58:03","slug":"live-chat-with-analysts-in-the-esri-support-app","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/business\/live-chat-with-analysts-in-the-esri-support-app","title":{"rendered":"Live Chat with Analysts in the Esri Support App"},"author":348782,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[37501,37171],"tags":[772722,772712],"industry":[],"product":[421922],"class_list":["post-2370502","blog","type-blog","status-publish","format-standard","hentry","category-administration","category-business","tag-esri-support-app","tag-esri-support-services","product-arcgis"],"acf":{"authors":[{"ID":348782,"user_firstname":"Molly","user_lastname":"Green","nickname":"m.green","user_nicename":"m-green","display_name":"Molly Green","user_email":"m.green@esri.com","user_url":"","user_registered":"2023-11-13 23:55:57","user_description":"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture, cooks from increasingly elaborate recipes, and reads everything she can get her hands on.","user_avatar":""}],"short_description":"Download the Esri Support app to submit cases and get assistance via live chat with analysts.","flexible_content":[{"acf_fc_layout":"content","content":"

Live chat is a popular way to get support for a reason. It\u2019s often more convenient than calling but connects to support specialists faster than email\u2014and gets resolutions up to 50% faster than email. Now, from 5 AM to 5 PM (Pacific), you can chat with an Esri Support analyst from within the Esri Support app.<\/p>\n

Coupled with other troubleshooting and case management features<\/a>, the chat function gives you powerful support capabilities, no matter where you are. Let\u2019s look at a few examples.<\/p>\n

Meeting Multitasking<\/h2>\n

Deandra is in a meeting about GIS strategy when her colleague, Alex, mentions that when he tried to create polygons from a polyline feature, the original fields weren\u2019t preserved . He explains that he plans to rebuild the fields manually, then moves onto other details.<\/p>\n

Deandra doesn\u2019t want to interrupt him, but she knows there must be an easier way. She just doesn\u2019t know what it is. She turns to the Esri Support app, where she\u2019s already been managing the team\u2019s Esri support cases<\/a>, and opens a chat.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2370552,"id":2370552,"title":"chat-blog1","filename":"chat-julie-blog.png","filesize":6481180,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/business\/live-chat-with-analysts-in-the-esri-support-app\/chat-julie-blog","alt":"Two people on either side of the Esri Support app chat interface.","author":"348782","description":"","caption":"","name":"chat-julie-blog","status":"inherit","uploaded_to":2370502,"date":"2024-06-10 15:15:34","modified":"2024-06-10 15:17:27","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":2970,"height":1485,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog.png","medium-width":464,"medium-height":232,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog.png","large-width":1920,"large-height":960,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog-1536x768.png","1536x1536-width":1536,"1536x1536-height":768,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog-2048x1024.png","2048x2048-width":2048,"2048x2048-height":1024,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog-826x413.png","card_image-width":826,"card_image-height":413,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-julie-blog-1920x960.png","wide_image-width":1920,"wide_image-height":960}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Julie, a support analyst with tons of experience with attribute management, walks her through a few workarounds. Deandra thanks her and, after the meeting, lets Alex know that she\u2019s found a solution to his problem.<\/p>\n

Address Issues Onsite<\/h2>\n

Sara is the drone pilot and imagery analyst at a construction site. Today\u2019s drone flight went perfectly, but now that she\u2019s trying to process the images on her company-issue laptop, she\u2019s getting an error. She needs to resolve this as soon as possible\u2014the site manager wants imagery analysis of the partially laid foundations by the end of the day.<\/p>\n

She needs to contact Esri Support, but between the roar of heavy machinery and traffic rushing past, the site is too loud to place a phone call. Time to start a live chat!<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2370562,"id":2370562,"title":"chat-blog2","filename":"chat-leigh-blog.png","filesize":6338105,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/business\/live-chat-with-analysts-in-the-esri-support-app\/chat-leigh-blog","alt":"Two people on either side of the Esri Support app chat interface.","author":"348782","description":"","caption":"","name":"chat-leigh-blog","status":"inherit","uploaded_to":2370502,"date":"2024-06-10 15:19:32","modified":"2024-06-10 15:20:31","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":2970,"height":1485,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog.png","medium-width":464,"medium-height":232,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog.png","large-width":1920,"large-height":960,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog-1536x768.png","1536x1536-width":1536,"1536x1536-height":768,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog-2048x1024.png","2048x2048-width":2048,"2048x2048-height":1024,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog-826x413.png","card_image-width":826,"card_image-height":413,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-leigh-blog-1920x960.png","wide_image-width":1920,"wide_image-height":960}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

She connects with Leigh, an expert Drone2Map analyst. Sara explains that she\u2019s using a new machine but is certain she has the necessary licenses. Leigh figures out the problem fast: ArcGIS Pro was installed silently on the machine via command prompt after Drone2Map for ArcGIS was installed. The silent installation changed certain values in Windows Registry, preventing Drone2Map for ArcGIS from operating properly.<\/p>\n

After Leigh walks her through the solution, Sara is back on track.<\/p>\n

Connect with Support Anywhere<\/h2>\n

Kelly is a botanist gearing up for a day in California\u2019s Orocopia Mountains. When she checks her Field Maps app, she doesn\u2019t see the Take Photo and Attach options. This is a major problem for her survey. She\u2019s nervous about cell reception but is pretty sure she can connect to data well enough to start a chat.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2370602,"id":2370602,"title":"chat-blog3","filename":"chat-meena-blog.png","filesize":5779789,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/business\/live-chat-with-analysts-in-the-esri-support-app\/chat-meena-blog","alt":"Two people on either side of the Esri Support app chat interface.","author":"348782","description":"","caption":"","name":"chat-meena-blog","status":"inherit","uploaded_to":2370502,"date":"2024-06-10 15:26:24","modified":"2024-06-10 15:27:07","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":2970,"height":1485,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog.png","medium-width":464,"medium-height":232,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog.png","large-width":1920,"large-height":960,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog-1536x768.png","1536x1536-width":1536,"1536x1536-height":768,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog-2048x1024.png","2048x2048-width":2048,"2048x2048-height":1024,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog-826x413.png","card_image-width":826,"card_image-height":413,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/06\/chat-meena-blog-1920x960.png","wide_image-width":1920,"wide_image-height":960}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

She\u2019s connected with Meena, a Field Maps expert, who knows exactly what the problem is: attachments are disabled for the web map layer Kelly is trying to add to. She guides Kelly through a few quick clicks, and just like that, Kelly is ready to get down to business.<\/p>\n

Chat with Us in the App<\/h2>\n

Get access to the new chat functionality by downloading the Esri Support app, available now in the App Store<\/a> and on Google Play<\/a>.<\/p>\n

If you already use the app, please update to the latest version.<\/p>\n"}],"related_articles":[{"ID":2232062,"post_author":"348782","post_date":"2024-02-14 08:13:17","post_date_gmt":"2024-02-14 16:13:17","post_content":"","post_title":"Improved Esri Support Case Logging and Management","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"improved-esri-support-case-logging-and-management","to_ping":"","pinged":"","post_modified":"2024-02-14 15:47:46","post_modified_gmt":"2024-02-14 23:47:46","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2232062","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"2","filter":"raw"},{"ID":2168792,"post_author":"348782","post_date":"2023-11-21 09:02:45","post_date_gmt":"2023-11-21 17:02:45","post_content":"","post_title":"What's New in the Esri Support App (Version 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