FXTRADING.com utilizes a professional customer support system designed to provide efficient and accurate technical assistance. This guide explains how the system manages active sessions, the transition from live chat to formal tickets, and how users can access their support history based on their login status.
1. Understanding Support Conversation Closure
Support conversation closure at FXTRADING.com is a systematic process designed to prioritize active inquiries and maintain an organized support environment. Conversations are closed based on the following primary conditions:
Resolved Inquiries: When a support specialist has answered a question or resolved a technical issue, the session is marked as "Closed." This ensures your dashboard only displays pending matters.
Inactive or Pre-Involvement Closure: If a user exits the chat interface before a support agent joins, or if the session remains inactive for a specific duration, the system triggers an automatic closure. This prevents outdated information from interfering with future requests.
2. Rationale for Describing New Inquiries
Describing new inquiries clearly at the start of a session is a core requirement of the FXTRADING.com "One Conversation, One Solution" policy. Providing a fresh description for each session ensures the following:
Technical Precision: Starting a new description allows the support team to focus exclusively on the current technical need, such as an issue with an ASIC-regulated account or a specific CFD trade, without the distraction of unrelated historical data.
Optimized Routing: A detailed description enables the automated routing system to immediately assign the inquiry to the most qualified expert for that specific topic.
3. Management of Online Tickets and Complex Issues
At FXTRADING.com, Online Tickets are managed exclusively by the Customer Service Department to ensure professional oversight.
Ticket Creation Policy: Customers cannot manually create an Online Ticket. Instead, our support team will proactively create a ticket or convert an existing live chat into a ticket if an issue requires specialized investigation or extended resolution time.
Continuous Documentation: Within an Online Ticket, users do not need to repeat information. All historical data, including uploaded screenshots and previous logs, remains intact and accessible to the technical team.
Progress Tracking: Users can monitor the real-time status of their active Tickets through their secure client portal to see the current stage of the resolution process.
4. Accessing the Live Chat System
Users can initiate a live chat by clicking the icon located in the bottom-right corner of any FXTRADING.com official website. Access levels depend on the user's login status:
Visitor Mode: If you initiate a chat from the public website without logging in, the session is treated as temporary. All conversation records and history will be deleted once the browser window is closed.
Member Portal Mode: If you initiate a chat after logging into your client area, the system automatically saves all conversation history and active Online Tickets. This allows you to refer back to past interactions at any time.
5. Contact Support
If you require further assistance, please utilize one of the following methods:
Live Chat: Access the chat widget in the bottom-right corner of the FXTRADING.com website or your member portal.
Active Ticket: Provide updates or ask additional questions directly through your open Online Ticket within the portal.