Ways to get help
Your organization uses AurionAI to answer support requests. This guide is for the people who ask for help: employees who need IT support, and customers who contact a company's customer service.
Who this guide is for
- Employees. Your employer uses AurionAI for IT support. You ask for help with your computer, your accounts or the services you use at work.
- Customers. A company uses AurionAI for its customer service. You ask about your account, an order or a problem with the company's product.
Some steps are different for employees and customers. Each article tells you when a step applies only to one group.
The ways to get help
Your organization decides which of these ways it offers. You may see only some of them.
| Way to get help | What you can do | Who can use it |
|---|---|---|
| Phone | Call the support number. An AI assistant answers, helps you fix the problem, reports it for you or passes you to a person. | Employees and customers |
| Web chat | Open the chat window on your organization's website. Write a message, or talk by voice when your organization offers it. | Employees and customers |
| Help Center | Read help articles and, when your organization offers it, send a request. When your organization allows it, sign in to follow your requests. | Employees and customers |
| Mobile app | Call IT support from the AurionAI Support app and follow your requests. | Only employees of organizations that use the app for IT support |
The mobile app is not for customers. If you contact a company as a customer, use the phone, the web chat or the Help Center.
Which way to choose
- You want an answer now. Call, or use the web chat. The assistant can often guide you through a fix during the conversation.
- You want to read the steps yourself. Search the Help Center.
- You want to follow a request that you already made. Call and ask about your tickets, or sign in to the Help Center or the mobile app when your organization offers them.
- You cannot sign in any more. See Get back into your account.
Your organization gives you the phone number, the website address and the Help Center address. If you do not know them, ask your IT department, your manager, or look on the company's website.
Keep your information safe
- The assistant never asks for your password. Never say or write a password.
- On the phone, the assistant does not read back a badge number, a PIN or the answer to a security question.
- Give a one-time code only to the assistant, during the call in which it sent you the code.
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