We have different rules set in place for our Divi customers and, in this tutorial, we will try and explain how our Support System works.
Note: If you purchased Divi VIP after you opened a support request, you will need to open a new one to receive VIP Support.
Opening A New Conversation
Click on the pink chat icon at the bottom of our website
Click on the Send us a message option
Choose one of the available options (depending on the nature of your support request):
Support - to get in touch with our Support Team
Sales - to get in touch with our Sales Team
Account/Billing - for any questions regarding your Elegant Themes Account or any Billing related questions
Need Priority Support? - If you are not a VIP Customer, this option allows you to become one from the Support Chat window.
Tips:
To ensure that our Support Team has all the details they need, ensure that in your initial message, the Website URL is included
In many cases, our Support team will need access to your website. Ensure the Remote Access option is enabled in Divi → Theme Options → Support Center.
Note: If you close the chatbox, don't worry. You will receive our response via email automatically, and your message will not be lost.
Your Previous Conversations
Click on the Messages option
Click on any of the Chats that appear in the Messages List
Your conversation history will always be available, and any messages sent by email or chatbox will be included. You can also request a text transcript of any conversation from our Support Team.
Searching Our Help Center
You can quickly search through a list of help articles using the search field when you open the chatbox or browse the entire help center here.
Searching Our Community Forum
Our Community Forum has a wealth of knowledge, and you can search for previously answered questions by going to Members Area Help Tab → Community Forum → Search.