User Documentation

Getting Help

How to Create a Help Request

  1. Login to your account
  2. Navigate to the help section
  3. Fill out the form:
    • Title: Brief description of your issue
    • Description: Detailed explanation of the problem
    • Category: Select the most appropriate category:
      • technical - Software bugs, performance issues
      • account - Login, profile, settings issues
      • billing - Payment, subscription questions
      • feature_request - New feature suggestions
      • bug_report - Bug reports with reproduction steps
      • general - General questions
      • other - Anything else
    • Priority:
      • low - Minor issues, suggestions
      • medium - Standard issues (default)
      • high - Issues affecting your work
      • urgent - Critical problems, security issues
  4. Submit your request

Request Status Meanings

  • Open: Just created, waiting for admin review
  • In Progress: Admin is working on your request
  • On Hold: Waiting for additional information
  • Resolved: Issue has been fixed
  • Closed: Request completed and closed

What Happens Next

  1. You’ll receive a confirmation with your request ID
  2. An admin will review and respond within 1-2 business days
  3. You’ll get email notifications when there are updates
  4. You can update your request with additional information
  5. Once resolved, you can close the request

Managing Your Requests

  • View all requests: See all your help requests and their status
  • Add details: Update your request with more information
  • Track progress: See admin responses and status changes
  • Search: Find your old requests by keyword

FAQ Section

Finding Answers

Before creating a help request, check our FAQ section:

  1. Browse by category - FAQs are organized by topic
  2. Use search - Enter keywords to find relevant answers
  3. Check recent additions - New FAQs are added regularly

FAQ Categories

  • Account: Login, profile, password issues
  • Technical: Browser support, troubleshooting
  • Billing: Payment, subscription, invoicing
  • General: Basic questions about features

Tips for Better Support

Writing Good Help Requests

  • Be specific in your title
  • Include steps to reproduce the issue
  • Mention your browser/device for technical issues
  • Add screenshots if helpful (when file uploads are available)
  • Include error messages exactly as they appear

Getting Faster Responses

  • Choose the right category for your issue
  • Set appropriate priority (don’t mark everything urgent)
  • Provide complete information upfront
  • Respond promptly to admin questions
  • Search FAQs first for common issues

Priority Guidelines

  • Urgent: System down, security issues, data loss
  • High: Can’t complete important tasks
  • Medium: Standard issues, minor bugs
  • Low: Feature requests, general questions

Admin Guide

Managing Help Requests

Dashboard Overview:

  • View all open requests
  • See request statistics
  • Monitor response times
  • Track team performance

Responding to Requests:

  1. Review request details and history
  2. Add response with helpful information
  3. Update status (in_progress → resolved)
  4. Assign to team members if needed
  5. Add internal notes for tracking

Best Practices:

  • Respond within SLA timeframes
  • Be clear and helpful in responses
  • Update status appropriately
  • Use internal notes for coordination
  • Follow up on resolved requests

FAQ Management

Creating FAQs:

  • Write clear, searchable questions
  • Provide step-by-step answers
  • Use appropriate categories
  • Add relevant tags for search
  • Set display order for important items

Maintaining FAQs:

  • Review and update regularly
  • Remove outdated information
  • Monitor search queries for new FAQ ideas
  • Track which FAQs are most helpful