Using In-App Support (Live Chat, AI Help, & Tickets)
This article explains how to access support inside RESTORE-Insights through the Intercom chat box. You’ll learn how to ask questions, submit automated tickets, view ticket status, and search our Help Center—all directly inside the platform.
When You’ll Use This
Use this guide when you need to:
Ask the Insights Support AI Agent a product question
Chat with a Live Tier 1 Support Agent
Submit an automated deletion, move, or billing export ticket
Review ticket status
Access help articles or onboarding checklists
Support Options Overview
You can open the support menu from anywhere in RESTORE-Insights:
Click the purple chat icon → Select a tab
Home
Quick shortcuts to:
Send a message
Watch video training
Search Help Center articles
Access onboarding checklist (if assigned)
Messages
This is your main communication hub.
Here you can start new conversations and view all past messages with Support or the AI agent.
When you click Send a Message, you will see five options:
1. Submit a Ticket
Use this when:
Something in the platform is not functioning as expected
You need Tier 1 Support to review or troubleshoot an issue
This option connects you directly with a live support agent.
2. Request Billing Export
Automated ticket → Sent directly to our support engineers.
Used during month-end close to receive your billing export file.
3. Delete a Document
Automated ticket for documents created:
On the wrong patient
On the wrong date
By mistake
Fill out the required fields → Ticket goes directly to our support engineers.
4. Move a Document
Automated ticket used when:
A document was created in the wrong Episode of Care
Fill out the form → The ticket routes directly to support engineers.
5. Ask a Question
Sends your question to the Insights Support AI Agent.
Use this option to learn how to complete a workflow or where to find a feature.
Tickets
View the status of all automated tickets you’ve submitted:
Billing exports
Delete document
Move document
Statuses update in real time as our support engineers process them.
Help
Browse all Help Center articles
Search for specific workflows or features
Open articles directly inside the chat window while you continue working
Tasks
Contains any onboarding checklists assigned to your facility
Helps new users learn essential workflows step-by-step
If you need any more support, please reach out to your dedicated Customer Success representative. We’re always here to help!