Coming Soon: Changes to eTapestry Support Chat

We have some exciting news for eTapestry users!
eTapestry chat support is being upgraded in our upcoming 7.13.2 patch, tentatively being released on January 25.

What does this mean for you?
I'm glad you asked!

Here are some Frequently Asked Questions I think will help:

Why are we upgrading our chat support?

• 
  
• We can answer your questions faster than ever!
  
• Faster chat start - your name and email are pre-populated in the chat system
  
• Faster/easier transfers to the best team to respond to your questions
  
• Chat is available to you even when you aren't logged into eTapestry
  
• Logging into chat also logs you into all other support resources available to you through blackbaud.com
  

Does this change where I will access chat support?
A little. You will still be able to access Chat Support from within the database. You can click the Help And Support button in the upper right corner and then click the Chat Now button as usual. You will also be able to chat with support from outside your database through blackbaud.com.

Does this change how I will access chat support?
A little. Now when you click the Chat Now button, you will be directed to our newer Blackbaud.com login page. There you will need to type in your Blackbaud.com login/password. Once logged into Blackbaud.com you can click the large eTapestry Chat Now Using IM button to begin speaking with a support analyst. Here is a video showing you the login process.

What if I haven’t signed up for the new Blackbaud.com Login?
Never fear! Here's a video that will walk you through the entire process. Or, if you'd rather read, here's a Login Help page that will answer your questions. Ready to login? Click here.

Is my Blackbaud.com Login the same as my eTapestry login?
No. The eTapestry database and Blackbaud.com are two separate systems. Technically the logins are not the same. Your login ID in eTapestry can be almost anything. Your login ID for Blackbaud.com is typically your email address, but you could use a Google Plus account.

Why do I need to Login to Blackbaud.com to Access Chat?
Blackbaud is making a number of changes as we transform to provide a better customer experience.  Implementing single sign on across our products will enable users with multiple products to access them using a single log in, as those products adopt the sign on.  That single sign on will also provide easy access to our internal resources – for example, training not accessed within the product.  Creating a new Blackbaud.com login and having you access various support channels through Blackbaud.com is one of the first steps on our way to cross Blackbaud single sign on.

Why are we seeing this change?
2015 is bringing a lot of awesome your way. We are planning a number of changes to your support resources. Our new chat support is the first of many upgrades to support services you will see. Later this year you will see improved options for training and Knowledgebase, enhanced search capabilities, and a new online user community. Stay tuned!

Who do I contact if I want to give feedback about the new process?
If you have feedback, we’d love to hear it! Please email with any feedback you might have.