Create Introduction to Expensify Support

docs/articles/new-expensify/getting-started/Introduction to Expensify Support

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+Expensify offers comprehensive support for customers of all sizes and accommodates various customer needs, from entrepreneurs to multinational corporations.
+
+**Concierge Support**
+
+- Concierge is available 24/7 and is the first line of support.
+- Users can access Concierge through the Expensify app or via emailconcierge@expensify.com.
+- Provides quick responses, usually within minutes.
+- Don’t be your team’s tech support - refer your users to Concierge for all their Expensify product questions.
+
+**Setup Specialists**
+
+- Dedicated onboarding experts to assist users in getting started with Expensify.
+- Assist in connecting cards and bank accounts, configuring integrations, and more.
+
+**Account Managers**
+
+- A dedicated point of contact for companies with more than ten users.
+- Serve as day-to-day product specialists.
+- Available to answer user questions and promote best practices.
+- Provide ongoing support and guidance.
+
+**ExpensifyHelp**
+
+- A self-serve knowledge hub filled with valuable information about Expensify.
+- Content is compiled by Expensify's customers and accountant Steering Committee.
+
+**ExpensifyApproved! Accounting Partner Managers**
+
+- Offer an additional support layer for accounting partners.
+- Partner Managers are dedicated Expensify team members.
+- Provide firmwide training, assist with strategic goal planning, collaborative marketing, and more.
+
+This comprehensive support structure ensures that Expensify users receive the assistance they need, whether new to the platform or looking to optimize their experience.
+
+# How to get support in Expensify
+
+If you have any questions or need assistance, please email us at [concierge@expensify.com](mailto:concierge@expensify.com). If you're using our mobile app, you can also message us through the chat bubble in the top right corner. Alternatively, click your user icon on the web app to find the 'Help and Feedback' option. We're here to help!
+
+## Concierge
+
+Concierge is your personal assistant for managing expenses and is accessible through chat, ready to assist you whenever you need support! It's here to help you create expenses, submit finished reports, and even assist with approvals. It's like having a virtual helper who can also handle employee reimbursements. The more you use Concierge, the better it becomes at making your expense process smoother.
+
+## Your Setup Specialist
+
+Expensify provides phone support for anyone through a Setup Specialist! Your dedicated Setup Specialist can be reached at new.expensify.com using our powerful chat tool. 
+
+# What to Expect from your Setup Specialist:
+
+- Personalized Support
+
+Your Setup Specialist is here to assist you with tailored support. They can answer your questions and arrange screen share calls to help you set up your Expensify account or familiarize you with the product.
+
+- Product Demos
+
+Are you curious about how the Expensify Card works or how it integrates with your accounting software? Just let your Setup Specialist know, and they'll guide you and your team through any feature you'd like to explore.
+
+- Setup Assistant 
+
+You don't have to do it alone when setting up your Expensify account. When you're ready to begin, chat with your Setup Specialist in the #admins room. They'll ensure everything is configured correctly right from the start.
+
+## Account Managers
+
+If you have more than ten active users, your Account Manager will pick up where your Setup Specialist left off at the end of your official onboarding. Your account manager is a dedicated point of contact to support Workspace admins with questions about their Expensify account. They are available to help you and other Workspace admins review your account, advise on best practices, and make changes to your Workspace on your behalf whenever you need a hand. They will actively monitor open technical issues and be proactive with recommendations to increase efficiency and minimize time spent on expense management.
+Unlike Concierge, an account manager’s support will not be real-time, 24 hours a day. Your account manager will be super responsive when online, but anything sent when they’re offline will not be responded to until they’re online again.
+
+**For real-time responses and simple troubleshooting issues, you can always message our general support by writing to Concierge via the in-product chat or by emailing [concierge@expensify.com](mailto:concierge@expensify.com).**
+
+## Find out if you have an account manager
+If you are a Workspace admin or domain admin, you will hear from your account manager as soon as one gets assigned to your company. If you’d like a reminder of who your account manager is, just click the Support link on the left side of Expensify - you’ll see your account manager’s name and photo, with an option to contact them for help.
+
+## How to contact your Account Manager
+
+We make it easy to contact your account manager:
+
+1. Log in to your Expensify account, click “Support” along the left side of the page, and click the “Account Manager” option
+2. Reply to (or click the chat link on) any email you get from your account manager
+3. Sign in to new.expensify.com and go to the #admins room to access the chats for your Workspaces. Your account manager is in your #admin rooms, ready to help you, so you can ask for help there, and your account manager will respond in the chat.
+
+## Partner Managers
+
+A Partner Manager is a dedicated point of contact to support our ExpensifyApproved! Accountants with questions about their Expensify account. Partner Managers support our accounting partners by providing recommendations for client’s accounts, assisting with firmwide training, and ensuring partners receive the full benefits of our partnership program. They will actively monitor open technical issues and be proactive with recommendations to increase efficiency and minimize time spent on expense management.
+
+Like an Account Manager, a Partner Manager’s support will not be real-time, 24 hours a day. Your partner manager will be super responsive when online, but anything sent offline will not be responded to until they’re online again.
+
+**For real-time responses and simple troubleshooting issues, you can always message our general support by writing to Concierge via the in-product chat or by emailing concierge@expensify.com.**
+
+## Find out if you have a Partner Manager
+For your firm to be assigned a Partner Manager, you must complete the ExpensifyApproved! University training course. Every external accountant or bookkeeper who completes the training is automatically enrolled in our program and receives all the benefits, including access to their Partner Manager. Everyone at your firm must complete the training to receive the maximum benefit.
+
+You can check to see if you’ve completed the course and enrolled in the ExpensifyApproved! Accountants program simply by logging into your Expensify account. In the bottom left-hand corner of the website, you will see the ExpensifyApproved! logo.
+
+## How to contact your Partner Manager
+
+If you’d like a reminder of who your partner manager is, just click the Support link on the left side of Expensify - you’ll see your partner manager’s name and photo, with an option to contact them for help.
+1. Log in to your Expensify account, click “Support” along the left side of the page, and click the “Partner Manager” option.
+2. Reply to (or click the chat link on) any email from your partner manager.
+3. Replying to or clicking the chat link on any email you get from your Partner Manager
+
+# Deep Dive
+
+## Getting Answers from Concierge
+
+For any Expensify basics, just ask Concierge. Try questions like:
+
+- What is SmartScan?
+- How do I add a mileage expense from the mobile app?
+- Where can I add a Secondary Login?
+
+Tips when contacting Expensify Support:
+
+- **Use the Right Email**: Contact us from the email address linked to your Expensify account. This helps us locate your information accurately.
+- **Be Clear and Specific**: When asking questions or reporting issues, provide specific examples like affected users' email addresses or report IDs. This makes it easier for us to assist you effectively.
+- **Practice Kindness**: Remember that we're here to help. Please be polite, considerate, and patient as we work together to resolve any concerns you have.
+
+# FAQ
+
+## Who gets an account manager?
+
+Customers with ten or more paid subscribers are automatically assigned a dedicated account manager. If you have fewer than ten active users each month, you won’t have an account manager until your subscription is increased to 10 or more users. To be assigned an account manager immediately, log into your Expensify account and go to Settings > Workspaces > Group, then click Subscription and increase your subscription size to 10 or more.
+
+## How do I know if my account manager is online?
+
+You can see if they are online via their status in new.expensify.com, which will say something like “online” or have their working hours listed.
+
+## What if I’m unable to reach my account manager?
+
+If, for some reason, you’re unable to reach your account manager, then you can always reach out to Concierge for assistance. Your account manager will always reply when they’re online again.
+
+## Can I get on a call with my account manager?
+
+Of course! You can ask your account manager to schedule a call whenever you think one might be helpful. We usually find that the most effective calls deal with general setup questions. We typically recommend chat for technical troubleshooting as that allows your account manager time to look into the issue, test things on their end, and consult the wider Expensify technical team if needed. It also allows you to refer back to instructions and links quickly.
+
+## When should I chat with Concierge instead of my Setup Specialist?
+
+You can chat with Concierge via the chat icon in your Expensify account or at new.expensify.com for quick responses. Personalized support, while thorough, may only sometimes be immediate.
+
+## Who gets an assigned Setup Specialist?
+
+This feature is specifically for our new customers! Whenever you start a free trial, a product setup specialist will be assigned to guide you through the setup process.
+
+## What are the #announce and #admins rooms at new.expensify.com?
+
+When you create a Workspace on the Free Plan, you'll automatically gain access to two chat rooms:
+
+**#announce**: This room is for important announcements and is the default open to all Workspace members.
+
+**#admins** - every Workspace admin will be invited to this room by default.
+
+## Can I change the notification settings?
+
+Unlike direct messages, rooms have three notification settings. Members can adjust this room-by-room by clicking the chat header and accessing the Details page on the right-hand side.
+
+- **Daily** (enabled by default) - A daily digest of all email/SMS messages is sent at 9 am in the member’s local timezone, summarising all the unread messages in the room that were missed in the previous 24-hour window.
+- **Always** - Push notifications are sent in real time, adding an email/SMS fallback for any chats missed in the previous 10 minutes.
+- **Mute** - Push notifications and email/SMS fallback notifications are not sent at all.
+
+## How do I know if my Partner Manager is online?
+
+You can see if they are online via their status in new.expensify.com, which will either say “online” or have their working hours.
+
+## What if I’m unable to reach my Partner Manager?
+
+If you cannot contact your Partner Manager (i.e., they’re out of the office for the day), you can contact Concierge for assistance. Your Partner Manager will get back to you when they’re online again.
+
+## Can I get on a call with my Partner Manager?
+
+Of course! You can ask your Partner Manager to schedule a call whenever you think one might be helpful. Partner Managers can discuss client onboarding strategies, comprehensive firm training, and client setups.
+
+We recommend continuing to work with Concierge for general support questions, as this team is always online and available to help immediately.