Support Channels Overview
Learn the different Support Channels available to you, including Live Support Agents, AI-Powered Tools, and Opening Support Request Tickets.
Support is Available to you in the following methods:
- Advisor Support Line
- General Support Tickets
- Client, Account, or Ticket Specific Support Requests
- Stacy: AI-Powered Advisor Assistant
Optimize provides multiple support channels to ensure that advisors receive timely assistance relevant to their specific inquiries, whether they are related to clients, transactions, internal processes, technical issues, or requests for additional training. Advisors can receive support through:
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Advisor Support Line – Immediate phone support for urgent or on-demand questions.
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Stacy: AI-Powered Advisor Assistant – Our intelligent support assistant, available for instant guidance on firm processes, request types, and general inquiries.
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Support Tickets – For more detailed inquiries requiring a senior team member’s review, tickets can be submitted in three ways:
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Client Support Tickets – For inquiries related to a specific client, their accounts, or transactions.
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Ticket Support Tickets – For questions regarding an existing service request or active ticket.
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General Support Tickets – For operational inquiries, system access issues, and payroll-related requests.
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This article provides an overview of these methods and links to more detailed articles explaining how to submit and track support requests.
Expected Timelines and SLAs
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Support tickets are assigned to senior members of the support team, who respond within XX Time.
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Advisors can track ticket status via the CRM.
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For urgent issues, advisors can escalate by calling the Advisor Support Line.