Support Process Flow
Chargezoom / Level 1: Live chat via heartland.payportal.com or email support via support@merchantservicedesk.com
Help Desk Software: FreshDesk
Heartland / Level 2: Email tickets to onlinepayments@heartland.us, assign to chargezoom agent in Freshdesk
Engineering / Level 3: Chargezoom support will be the contact when escalations to Engineering occur.
SUPPORT CHANNELS
Chat - Available in the bottom left corner of merchant portal (heartland.payportal.com). Outside SLA hours an AI chatbot handles chat requests. Typical chat response time ≤ 2 minutes, SLA is 2 hours. All chats are converted to tickets. Resolved tickets generate a CSAT survey.
Email - You will have a custom branded email address for support: support@merchantservicedesk.com that will auto-generate tickets in the help desk software. Typical email response time is ≤ 30 minutes, SLA is 2 hours.
Meeting Scheduler: chargezoom.com/support
SUPPORT EXAMPLE
A merchant is having an error when attempting to process. They email support@merchantservicedesk.com. Chargezoom Support reviews the ticket, checks the Heartland Developer Portal and ensures they match the Payportal account credentials entered. If the error persists, an escalation email is sent to onlinepayments@heartland.us to review the permissions for the credentials to ensure setup is correct. Once a resolution is completed, Chargezoom support updates the merchant and the issue is closed.