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Support Panel

Updated by Vaida

Clicking on the question mark button on the bottom-right of your screen will open the support panel, which provides easy access to RSpace documentation and, if needed, to your support team.

You can use the support panel to:

  • browse help documentation articles and videos (the same content as https://documentation.researchspace.com)
  • search for specific articles using the search bar at the bottom of the panel
  • start a live chat with us or send us an email via the “Chat with us” option.
If the live chat (Intercom) is not showing and your email client is opened instead, this is either because your System Administrator has disabled Intercom (see below), or could be due to your browser's adblockers/privacy plugins blocking Intercom. You'll need to whitelist Intercom and Segment using the following domains in your adblocker to access Intercom: *.intercom.io, js.intercomcdn.com, api.segment.io, cdn.segment.com

Enabling/disabling 'Chat with Us' option

This section is relevant to System Administrators only.

'Chat with us' option is a livechat solution provided by 3rd party service Intercom (see intercom.com), which allows RSpace users to directly contact our ResearchSpace support. We recommend keeping the livechat feature on, as it's an easy way for the users to ask questions and provide feedback. However, as the service provider Intercom is a US company, it may store service-related data in the US. If that is a concern, you can disable the solution through a deployment property.

In RSpace release 1.103 (2.3) or earlier, there was a single analytics.enabled deployment property controlling livechat (provided by Intercom) and usage analytics (provided by Segment, see segment.io). To disable both solutions you had to set analytics.enabled=false.

In RSpace release 1.104 (2.4) or newer, the "Chat with us" option (provided by Intercom) is decided by livechat.enabled deployment property. To disable the livechat you have to set livechat.enabled=false. Previously used analytics.enabled property is now only controlling the collection of analytics (through Segment).

The support panel with documentation access is always available, independent of analytics and livechat deployment properties. If you encounter issues with using the livechat, see the note above on adblockers affecting Intercom.

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