Getting help
Where a question goes, what answers it, and what to include when a person has to look.
Support is reached from wherever the problem is rather than from a menu — the help control is on every screen, and it carries the screen you were on when you pressed it.
- Ask ASK first. Most questions about your own data are answered immediately and correctly, because it reads the records rather than a knowledge base.
- Search the answers. What the platform has written down about itself is what resolves most tickets before anybody sees them.
- Raise a ticket. It carries the screen, the company and the record if you were on one — so nobody has to ask you where you were.
What to include
- What you expected and what happened instead — in that order, and as two separate sentences.
- The record. A document number is worth three paragraphs of description.
- Whether it has ever worked, and when it last did.
Support staff see your records through a fence: identifying personal detail is masked unless the ticket needs it and the access is approved and recorded. That is why a ticket sometimes comes back asking you to confirm something you can see on your own screen.