> For the complete documentation index, see [llms.txt](https://mc-markets.gitbook.io/mcmarkets-infohub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mc-markets.gitbook.io/mcmarkets-infohub/faq/customer-service-and-ticket.md).

# Customer Service & Ticket

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<summary><strong>How do I join the official community?</strong></summary>

Click the Telegram and Discord icons in the bottom-right corner of the page to open our official community channels.

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<summary><strong>How do I get instant support?</strong></summary>

Click the bot icon in the bottom-right corner to open Customer Service. While logged out, you can click the quick questions at the bottom of the panel to get automated replies; to ask your own question, contact an agent, or view history, please log in first.

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<summary><strong>How do I connect with an agent?</strong></summary>

Click the bot icon in the bottom-right corner, then submit a ticket to connect with an agent.

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<summary><strong>Can I use customer service without logging in?</strong></summary>

Yes — you can use the quick questions at the bottom of the panel, and the system will return the corresponding automated reply. Asking freely, contacting an agent, and viewing history all require logging in first.

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<summary><strong>How long does it take to get a reply from an agent?</strong></summary>

Response time depends on the support queue, issue complexity, and required checks. Please check the progress through the Customer Service panel or History.

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<summary><strong>What's the difference between AI Chat and submitting a ticket?</strong></summary>

Open the Customer Service panel for the available AI Chat options. For complex issues or anything involving account security or funds, please submit a ticket. Availability and response time are subject to the current page and actual queue.

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<summary><strong>After being transferred to an agent, is my earlier conversation with AI Support still there?</strong></summary>

Yes. Transferring to an agent doesn't clear the earlier conversation — your questions and AI Support’s replies remain in the same chat thread, so the agent has the full context.

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<summary> <strong>Is my conversation still there after I close the window or refresh the page?</strong></summary>

Yes. Closing the Customer Support panel or refreshing the page does not end an ongoing chat with an agent. Only clicking "End chat" ends the current session and saves it to your History. If you have an ongoing chat and haven't ended it, reopening the panel returns you directly to that chat and resumes the session.<br>

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<summary><strong>Where can I view replies from customer service?</strong></summary>

Open the Customer Support panel and click "History" to view all sessions with both AI Chat and agents. When there's a new reply, the Customer Support button and "History" will show an unread indicator. History is read-only — to continue the conversation, return to the current chat or submit a new ticket.<br>

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<summary> <strong>Can I upload screenshots?</strong></summary>

Yes. When submitting a ticket, click the “+” beside the input box to choose an image.

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