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 in the top bar — marked with a support person — opens the help panel over whatever you are looking at: search the written answers, raise a ticket that already carries the screen you were on, open the guide for that very screen on this site, and see where your tickets stand. It used to be a floating circle in the corner as well as a button in the bar; the circle covered the page and is gone.

And one door is always in view: the dark tab on the right-hand edge of every screen, "Raise a ticket" written up it (on the left edge in Arabic and Urdu). Press it and the new-ticket form opens already knowing the screen you pressed it on. It is not shown on the ticket form itself, and it does not print.

Where your tickets stand

Four tiles, with a number on each, lead Help & Support and the help panel: Open (with the support team), Waiting on you (answered — say whether it worked), Resolved and Closed. Each tile opens your ticket list filtered to it.

1. Ask ASK first. Most questions about your own data are answered immediately and correctly, because it reads the records rather than a knowledge base.
2. Search the answers. What the platform has written down about itself is what resolves most tickets before anybody sees them. Answers opens on a tile per area — Across the platform, Accounting and so on — with how many answers each holds; press one to read that area, or search to see every match.
3. 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.

Pasting a screenshot

A screenshot says more than a description of one. Copy it (Print Screen, or your system’s snipping tool), then press Ctrl+V anywhere on the Raise a ticket form — in the subject, in the description, or after clicking the Screenshots or files box — and it is attached to the ticket.

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.

How an answer from the people who build it reaches you

Your tickets live in your own deployment and are answered on your own Support screen — by your own administrators, and, where your deployment is connected to one, by the team that builds the platform.

That connection runs one way. Your deployment SENDS a digest of each ticket outward: the subject, the conversation, the screen, the fault signature. It is redacted on the way out (a card number or an identifier a person typed into a message is removed), and an internal note — one your own staff wrote for your own staff — never leaves at all. Nothing at the other end can reach into your database: an answer is recorded there and YOUR deployment collects it and applies it.

So an answer arrives as a message on your own ticket, under the same ticket number, and the ticket moves to "Waiting on you". Reply to it and the conversation carries on. A resolution arrives the same way and is the resolution on your ticket — not a note somewhere else that you are told about.