Support widget
The Support button in the status bar (bottom right; on phones at the foot of the menu drawer) opens a panel to get help from SunTatva without leaving SunPMS. A badge on the button shows unread replies (9+ above nine).
Screen layout
The panel opens at the bottom right (full screen on a phone). Header: the title (Support assistant, My requests, New request, or the ticket number), an agent status (online / offline), User guide (book icon; opens the public SunPMS user guide website in a new browser tab), Maximize / Restore (not on phones) and Close. Under it four tabs: Assistant, Requests, Live chat, Call.
| Part | What it means |
|---|---|
| Assistant tab | One big box "How can we help?" with "Describe the problem...". The assistant answers from the SunPMS knowledge base. Suggested questions appear as buttons. |
| That solved it | Closes the chat and records it as solved. |
| Hand-off buttons | After an answer: Raise request (ticket, with the chat copied onto it), Chat to an agent, Call an agent, Ask for a callback, Leave voice message. Only the ones that fit the current agent availability are offered. |
| Requests tab | "Your requests" with the count and New request. Each row shows ticket number, status, subject, priority, date and "Handled by |
| New request form | Short summary of the problem and the steps / what you expected. Cancel or save. |
| An open request | Live chat with the agent, attachments (paperclip), voice message (microphone), a Call button, Mark as complete (note "What fixed it?"), then Rate it (1 to 5 stars and a comment) or Still happening within 7 days to reopen. |
| Live chat tab | "Chat with a support agent": Start live chat (when an agent can take it) or New request. |
| Call tab | "Talk to a support agent": Call agent, Ask callback, Leave voice message (whichever is offered), or New request. During a call a bar under the tabs shows the state with Mute, Share your screen and End call. |
| Incoming call | An agent calling you shows Accept and Decline. |
How to get help
- Click Support in the status bar.
- On Assistant describe the problem in the box and press Ask (or Enter).
- If the answer is not enough choose Raise request, Live chat, Call, a callback or a voice message.
- Watch the badge for replies; open Requests.
- When resolved, rate 1 to 5, or press Still happening within 7 days to reopen.
What happens behind the scenes
The panel is available only while a session is active, on every desk screen. Chat and calls run in the browser; calls need microphone permission and, across networks, a relay. Tickets are handled in SunAdmin.
Tips and FAQ
- Q: Which details help support? A: Your User ID from the portal menu, the screen, the exact message text.
- Q: Call fails with "could not connect". A: Network blocks direct calls; use chat or request a callback.
- Q: Microphone error. A: Allow the microphone for the site in the browser.