The support section of the Starlink app has received a much needed overhaul. Version 2023.28.0 brings a new chat style appearance to the support process, and streamlines how tickets are routed. The main app screen hasn’t changed, but tapping on the Support button reveals the new look.
The FAQ section remains, where you can browse through various topics and answers on your own. You can search for keywords, or browse common support categories. What’s new about the support section is the button at the bottom of the screen. Tapping the, “Don’t see what you’re looking for?” button brings you to the new chat screen.
The chat begins with a prompt, asking you to select which category of support you need. Just like with the FAQ section, you’ll be presented with various topics and answers depending on what issue you select. Many of the answers contain comprehensive troubleshooting tips, sometimes linking to additional support articles. For example, if you select “Offline” as your issue, the chat system tells you to inspect your cable, the connectors, and to make sure your bill is paid.
At the end of each answer, Starlink asks if your problem is solved. If you select, “No, contact support” you can enter additional information. The text, photos, and other attachments will be used to create a support ticket for Starlink to review and reply to. Previously, if you wanted to move on to create a ticket, you had to know to press the thumbs down icon below the answer. Many people just didn’t know, and were confused on how to actually get in touch with Starlink.
Although the new chat system looks nice, it’s important to emphasize that the chat is not real-time. You aren’t chatting with a human, it’s just a bot presenting you with canned responses based on what options you select. Starlink support hasn’t evolved to real-time chat yet, but that may be coming.
There is also a possibility that Starlink will implement an AI assistant to the app one day. Instead of having to browse through support topics to find your issue, you could just type in a brief description. The AI would then find and present answers, and help you create a ticket if necessary.
Also worth mentioning, the website support section has also been updated. Now, when you visit the support section at Starlink.com, there is a menu item labeled, “Contact Support”. If you click it, you can move on to creating a ticket much faster. Before, you had to find a thumbs down icon on a relevant support article to get to the ticket creation page.
I hope this information helps you out the next time you need to contact Starlink support. It’s promising that Starlink is doing things like this to speed up the customer support process. I’m confident that this chat system overhaul will help route tickets to the appropriate support staff more quickly, resulting in improved response times.