Support

Support lives inside the app rather than in your email. File a ticket, read the replies, and answer back — all in one thread that stays attached to your account.

Filing a ticket #

The quickest way is the help button in the lower right of any page. Filing from there attaches the page you were on, so we can see where the problem happened without asking you to describe your way back to it.

You can also open Support and start a ticket from scratch, which is the better choice for something that is not about one particular screen — a question about billing, or a change you would like us to make.

Say what you were doing, what happened, and what you expected instead. If you saw an error, paste it exactly rather than describing it: the wording is often the fastest route to the cause.

Urgency #

Set it honestly. Urgency is one of several things that decide the order we work in — along with how long a ticket has been waiting on us, and whether it has had a first reply yet — so marking everything urgent does not move your tickets up, it just makes the setting useless to you later.

Reserve the top of the scale for work that is actually stopped: you cannot invoice, you cannot receive stock, nobody can sign in.

Following a ticket #

Every ticket has a status:

• Open — with us, not yet answered.
• Waiting on you — we have replied and are waiting on something from you.
• Resolved — we believe it is done.
• Closed — finished, no longer being worked.

Replies appear in the ticket's thread. Answer from the ticket's page in the app.

If a resolved ticket turns out not to be fixed, the resolution email has a Reopen this ticket button, and so does the email we send when a ticket closes by itself. It opens a page with a second button; press that to reopen the ticket. It works for a couple of weeks afterwards. Use it rather than starting again — the history is worth keeping together.

The ticket's page also offers Add a reply once a ticket is resolved or closed. Sending a reply there puts the ticket back to Open, so it returns to our queue.

Who can see tickets #

Anyone in your account with the Support permission can see the account's tickets, so a colleague can pick up a thread while you are away. Tickets you mark private while filing are visible only to you.

What we can see #

A ticket you file is written to us, so we read it. The work inside your account is different. Your inventory, customers, orders, invoices and documents are yours, and looking at them takes your permission: somebody at your account with administration rights approves the request and says for how long, and it expires on its own.

That applies to anyone working your ticket, including an assistant. What we can see without asking is your account as a customer of ours, such as your plan and modules, your subscription's status and dates, your seats and storage, how many people use it, and the name and email address of one administrator as your contact. Not what is in it. Our staff's access to your account is logged.

Requests are approved or declined on Support → Support Access, which is listed beneath Support once you open it. If you can approve requests but cannot see Support, it is under Account Administration instead. While a request is waiting, anyone who can approve it sees a banner across the top of the screen that links there.

Support Access lists the requests our staff make to open your account from their own screens, and every time our staff took access in an emergency without asking first, which is marked as emergency access. A request made in a ticket's conversation is not listed there: see below. From this release on, each request listed there names one of your support tickets, shown under Ref; requests made before then show whatever reference was typed, or a dash. Emergency access names no ticket. A request reads Awaiting your decision until somebody decides, then Declined or Approved. Access that is open reads Approved, or Emergency, open; once it is over it reads Ended, Ended early, Emergency, ended or Emergency, ended early. Entries stay listed after they end.

A request for access made in a ticket's conversation is approved, declined or withdrawn on that ticket by somebody in your account with administration rights, the same people who can use Support Access. Everyone else who can see the ticket sees the request without the buttons. Our staff never approve or decline a request; they can withdraw access that is open.

Below the list, Support Access also shows What our staff did in your account over the last 24 months, newest first, to the same people who can decide access. Each entry names the staff member, for example Sam Lee (Knowledge ERP staff), never their email address. A visit you approved, or emergency access, lists the pages they opened and the pages where they used the controls, such as searching, paging or pressing a button, by the names in your menu. Looking at your plan, seats and storage, and opening one of your support tickets, are each listed once per person per day. Pages opened in your account with no approval on record are listed too, and say so. It shows names and pages, not the records they opened or what they typed into a search. Staff also look across all customers at once, for example at the list of accounts; that is about no one account, so it is not listed.