Need Help?
Our Support team is available to assist you with questions, incidents, information requests, and enhancement requests related to ProgressionLIVE.
You can contact us through one of the following methods:
By email at support@progressionlive.com
Through the built-in Live Chat directly within ProgressionLIVE
Find an Answer or Contact Support
Before contacting our team, we recommend consulting our Knowledge Base. It contains guides, procedures, and answers to the most frequently asked questions about ProgressionLIVE.
From the ProgressionLIVE Home Page
Click the yellow chat bubble located in the lower-right corner of the screen.
A window will open with several support options.
Option 1: Search the Knowledge Base
In the chat window, use the "Find an Answer" section to search our Knowledge Base.
You can quickly find:
User guides
Detailed procedures
Answers to frequently asked questions
Troubleshooting articles
In many cases, you will find the information you need immediately without having to create a support ticket.
Browse the Complete Documentation
You can also access the entire Knowledge Base at any time by clicking the "Help" tab located at the bottom of the chat window.
This section provides access to all articles available to ProgressionLIVE users.
Option 2: Use the Smart Chat
If you cannot find the answer to your question in the Knowledge Base, click "Contact Support."
Your request will first be handled by The Pro, our intelligent virtual assistant.
The Pro will attempt to guide you to relevant Knowledge Base articles or answer your question using the available documentation.
If the suggested resources do not meet your needs, you will then be able to continue the conversation with our Technical Support team and create a support request.
Provide as Much Information as Possible
Whether a ticket is submitted by email or through a chat session, it is important to provide clear and complete information. This allows our team to investigate the issue more quickly, reduce the need for follow-up questions, and resolve your request more efficiently.
A well-documented ticket can often significantly reduce response and resolution times.
Information to Include in Your Request
1. Clearly Describe the Issue or Request
Explain what you were trying to do and what happened.
Example:
✅ When a technician attempts to close a work order in the mobile application, an error message appears and the work order cannot be closed.
❌ It's not working.
2. Specify Who Is Affected
Indicate the user or users experiencing the issue.
Examples:
User name
Affected role type
3. Provide Relevant Identifiers
Whenever possible, include information that will help us quickly locate the affected item.
Examples:
Work order number
Service call number
Customer name
Invoice number
Equipment number
4. Indicate When the Issue Occurred
The date and time are often essential for troubleshooting and analysis.
5. Attach Screenshots or Videos
A screenshot or short video can often help us understand the issue immediately.
Try to capture:
The complete error message
The screen where the issue occurs
The steps leading up to the issue
6. Describe the Steps to Reproduce the Issue
If the issue can be reproduced, provide the exact steps required to recreate it.
7. Explain the Impact on Your Operations
This helps us assess the priority of your request.
Examples:
Only one user is affected
Multiple technicians are blocked
Billing operations are interrupted
Enhancement request with no immediate impact
Suggested Template
Subject: [Summary of the issue or request]
Description:
Affected user(s):
Work Order / Service Call Number:
Date and time of the issue:
Detailed description:
Steps to reproduce:
Error message (if applicable):
Operational impact:
Screenshot(s) or video attached:
Summary
Before submitting your ticket:
✅ Clearly describe the issue or request
✅ Identify the affected users
✅ Provide relevant reference numbers
✅ Include the date and time of the issue
✅ Describe the steps to reproduce the issue
✅ Include any error messages
✅ Attach screenshots or videos whenever possible
✅ Explain the impact on your operations
The more details you provide, the faster our team can investigate and assist you.