> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://helpdesk.ggcircuit.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # User Assistance Manual # User Assistance Chat Widget The **User Assistance** feature allows players to request help directly from their gaming machines. Center staff can monitor these requests in real-time, engage via a live chat interface, and track the resolution of every interaction. ### How it works, end to end From the moment a player identifies an issue to the final feedback rating, the assistance request follows a structured lifecycle: 1. **Player submits a request:** On the ggLeap client, the player taps the floating help button, picks a reason, and writes a message up to** 2,048 characters**. 2. **Staff get notified:** A toast appears in WebAdmin with a machine name and message preview, accompanied by a toggleable audio chime. 3. **Live chat reply:** Opening a request expands the live chat panel; staff and players can send as many messages as needed in real time. 4. **Machine tracking:** If a player moves machines mid-conversation, the request updates automatically to show both the original and current PC. 5. **Resolving a request:** Either side can close the conversation; staff select "Mark as resolved" from the action menu. 6. **Player feedback:** After resolution, the player can rate the experience with a đź‘Ť or đź‘Ž and an optional comment. 7. **Reopening requests:** Staff can revisit the "Resolved" tab to mark a request as "unresolved" if further follow-up is needed. 8. **Deletion:** Employees with the `CanDeleteUserAssistanceRequests` permission can delete individual or bulk resolved requests. # Player Experience (ggLeap Client) #### The help button on the ggLeap home screen The help icon sits at the top-right corner of the screen amongst the other system-level icons. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1trkbho.png) #### Submitting a request Tapping the button opens a widget where players pick a reason and type their issue. Default reasons include **Games** and **Other** unless custom reasons are configured. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1ubxe3.png) #### Active conversation Once a request is sent, the player's messages appear on the right, while staff replies appear on the left. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_m8lh94.png) A pulse on the help button notifies the player of unread replies. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1vfd1wc.png) #### Feedback prompt Once resolved, the player sees a rating screen where they can provide optional feedback. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1ki33q9.png) # Employee Management (WebAdmin) #### The Assistance Requests page Staff use the WebAdmin interface to manage the real-time grid of help requests. The page features "Open" and "Resolved" tabs and allows for inline chat expansion. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_nwp6yp.png) #### Live chat panel Expanding a row reveals the chat history. Player messages are displayed in surface gray, and staff replies appear in WebAdmin blue. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_q4als9.png) #### Dashboard Widget The `Assistance Requests Widget` offers a card-list layout for the dashboard. Open requests feature a yellow count pill, while unread messages are highlighted with a red circle on the "Open chat" button. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1g5r094.png) ### Audit Trail: Activity Log Every action—created, resolved, unresolved, deleted, or config updated—is recorded in the dashboard Activity Log widget with the actor, target, and timestamp. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_y8jlq3.png) ### Configuration The **User Assistance** section in the ggRock/LEAP Web-admin settings allows you to manage how customers or players request help from staff via the client interface. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/f/d/6/afd6941e8bc7d800/image_1fozhuk.png) Here is a breakdown of the specific settings highlighted in the red box: ### Global Toggle Settings * **Assistance requests enabled:** This is the master switch. When toggled **on** (blue), it allows players to send help requests from their stations to the admin dashboard. * **Play notification sound:** When enabled, an audible alert will play on the admin's computer whenever a new assistance request is submitted by a user. * **Use custom reasons for assistance requests:** Enabling this allows you to define a specific list of categories (like "Audio" or "Network") that users must choose from when asking for help. This helps staff prioritize and understand the issue before reaching the station. ### Assistance Reasons List This table manages the specific categories available to the user. Defining these helps organize your workflow: * **Existing Reasons:** Currently, you have categories like **Audio, Graphics, Network, Keyboard & Mouse, GamePasses, Shop,** and **Games**. * **Managing Reasons:** * **Add Button:** Click the blue "Add" button in the top right of this section to create a new category (e.g., "Food/Drink" or "Hardware Issue"). * **Options (Three Dots):** The vertical ellipsis on the right of each row allows you to **Edit** the name of the reason or **Delete** it if it's no longer needed. ### How it Works in Practice When a player clicks "Request Assistance" on their screen, they will be presented with the list you've created here. Once they select a reason and submit, a notification (and sound, if enabled) will appear in your **Activity Tracker** or **Dashboard** so you can respond promptly. # Permissions & Access Control | **Permission** | **Description** | | **Any employee** | View requests, reply to chat, and mark as resolved or unresolved. | | **`CanDeleteUserAssistanceRequests`** | Required to delete individual resolved requests or perform bulk deletions. | # Key Limits & Behaviors * **Message length:** Maximum of 2,048 characters per message; counter turns red and Send is disabled if exceeded. * **One Open Request:** A player must resolve their current request before opening another. * **Resolved Pagination:** Loads 30 requests at a time via infinite scroll. * **Toast Duration:** Notification toasts auto-dismiss after 10 seconds. * **Read-counter behavior:** Atomic and monotonic; counters only increase and cannot be "un-read". * **Config Cache:** Changes are pushed via WebSocket for instant application, despite a 1-hour CDN cache TTL. # Frequently Asked Questions **1. Can a player have more than one open request at a time?** No. A player can only have one open request and must resolve it before submitting a new one. **2. What happens if a player moves to a different machine?** The request stays open and the machine field updates automatically; staff see both the original and current machine. **3. Can employees see requests from other employees?** Yes. All employees in the center share the same list and can reply to or resolve any open request. **4. Is there a message length limit?** Yes—2,048 characters per message. **5. What if the player never leaves feedback?** Feedback is optional; if skipped, the Feedback column stays blank. **6. Can a deleted request be recovered?** No. Deletion—single or bulk—is permanent and cannot be undone. **7. Why is the chat widget not showing on a player's machine?** Possibilities include: the feature is disabled in Settings, no reasons are configured, or the ggLeap client version is outdated. **8. How long until a config change reaches all machines?** Effectively instant. A WebSocket notification is broadcast to every machine the moment settings are saved.