How to Contact Support - Clari

Support Chat is the first step for all Clari support requests. If Support Chat can't resolve your issue, it opens a support case on your behalf. The case form is no longer available for new case submissions.

Who can contact Support

Everyone can access Support Chat. Only Designated Support Contacts (DSCs) can submit support cases.

• Designated Support Contacts: Submit cases through Support Chat.
• All other users: Support Chat shows you a list of your organization's DSCs to contact.

Access Support Chat

• In Clari: Select the ? icon, then select Get instant help.
• In Groove: Select the chat icon in the bottom left corner.
• In the Knowledge Base: Log in, then select the chat icon in the bottom right corner.

Contact Support

1. If one user (for example, a sales rep or sales leader) is experiencing an issue, have that user contact your internal DSC.
2. Your DSC can use the resources in this Help Center to answer the question or resolve the problem.
3. If required, your designated support contact can attempt to recreate the problem through impersonation.
4. If your DSC can't answer the question or resolve the problem, open Support Chat and describe the issue. If Support Chat can't resolve it, it opens a case for you.

When you describe your issue, include these details:

• User impacted
• Timing of the issue
• Priority/severity of the issue (in the subject line of the email) 
• Web vs. Mobile
  • If Web, which browser?
  • If Mobile, which operating system?
• Description of the issue
  • What module is the user experiencing the issue in?
  • Does it happen all the time, or intermittently?
• Steps to Recreate the issue
• Applicable screenshots (i.e. of the error you are experiencing)

After a case is open

You continue to communicate with the Support team through the customer portal or email. DSCs can still use the Case Dashboard to monitor and track cases.