vajrasar
commented
2 years ago Thanks @nerdysandy for the report.
I can confirm that this is indeed the case, and needs to be investigated for a consistent experience irrespective of the view.
Clicking on FAB icon while being on Default View opens a popup where you can then click on the "More Help" section to reach the dedicated help page inside WordPress.com.
Whereas clicking on FAB icon while being of Classic View directly opens the new page which is a dedicated help page inside WordPress.com.
jordesign
Quick summary
If you access chat from within your account and click on Contact Us, you will notice that it takes you to a different window depending on whether you access it from Classic View or the Default View.
https://d.pr/i/ipIZwZ
(It wouldn't upload recording because of size limit, sorry)
Steps to reproduce
1 - Go to your site account, click on the Fab icon to start chat, click on Contact Us, and notice which window opens. 2 - Now click on the View dropdown at the top right and click on Classic View (or Default View if you were already in Classic View) 3 - Access the Live chat FAB icon again, click on Contact Us.
What you expected to happen
It should open the same chat window/UI for both the Views. Users should always be taken to the Help page https://wordpress.com/help because that has list of helpful resources and a link to Contact Support if needed.
What actually happened
It takes you to different links and pages for each of the Views as shown in the screen recording above.
Context
No response
Simple, Atomic or both?
Simple, Atomic
Theme-specific issue?
No
Browser, operating system and other notes
It is not browser-specific.
Reproducibility
Consistent
Severity
All
Available workarounds?
There is no user impact
Workaround details
No response