Documentation

Getting Support

Documentation

Getting Started

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Navigating EveryAnswer
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Getting Started

Accessing EveryAnswer

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System Requirements
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Accessing Experts

Features and Functionalities

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Workspaces
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Experts
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Multilingual Support

Expert Creation and Management

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Expert Personas
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Creating an Expert
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Deleting an Expert
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Expert Design and Branding
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Conversation Starters

Data Management and Integration

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Website Data Source
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File Data Source
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Questions and Answers Data Source
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Forms
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Supported File Types

Security and Privacy

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Encryption
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Privacy Controls

User Account Management

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User Roles and Permissions
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Creating and Managing User Accounts
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Passwords

Sharing and Embedding Experts

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Shareable Links
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Embedding Experts on Your Website
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Using Experts Privately

Billing and Subscription Management

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Billing Cycles
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Payment Methods
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Invoices
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Downgrading a Subscription
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Cancelling a Subscription

Troubleshooting and Support

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Getting Support

Introduction

Welcome to the documentation on how to get support within the EveryAnswer platform. Whether you are encountering issues or have questions about using EveryAnswer, this guide will help you understand how to access support and utilize the resources available to you.

Accessing the Help Center

You can access the Help Center from the main navigation menu. Here, you will find a variety of resources designed to assist you in using EveryAnswer effectively. Follow these steps to navigate to the Help Center:

  1. Click on Help Center located in the left menu of the main navigation.

Contact Support

If you need direct assistance from the EveryAnswer support team, you can create a new support case. Here's how to do it:

  1. Navigate to the Help Center.
  2. Click the Contact Support button, which appears in the header on all pages within the Help Center.
  3. A pop-up will open that allows you to create a new support case by providing the required details.

Managing Your Support Cases

You can view and manage your support cases in the My Cases tab. This tab displays a table with all your support cases and their details. The columns included are:

  • Case # - Unique number assigned to each case.
  • Subject - The main topic or issue of the case.
  • Status - Current status of the case (e.g., Open, Closed).
  • Created - Date when the case was created.
  • Created by - First and last name of the person who created the case.
  • Last Updated - Date and time the case was last updated.
  • Updated By - First and last name of the person who last updated the case.
  • Eye Icon - Click to open and view specific details of the case.

Additional Resources in the Help Center

The Help Center offers a variety of additional resources to assist you:

Home Tab

On the Home tab, you can find cards with links to various pages within the Help Center. You can also use the Ask the Expert feature to ask an AI Expert specifically trained on supporting EveryAnswer for instant answers.

Tutorials Tab

The Tutorials tab contains a collection of tutorials grouped into different categories. Click on the relevant link to go to an individual tutorial page.

Documentation Tab

Under the Documentation tab, you will find documentation grouped into various categories. Select the appropriate category to access detailed documents on specific topics related to EveryAnswer.

Roadmap Tab

The Roadmap tab displays the EveryAnswer roadmap. You can submit ideas, filter by category, and upvote ideas to influence their prioritization. Ideas are grouped into columns such as Wishlist, Planned, and In Progress.

Release Notes Tab

In the Release Notes tab, you can find a list of release notes sorted by date, with the newest releases at the top. Each release note can be expanded for full details, including new features, fixes, changes, and deprecations.

Service Health Tab

The Service Health tab provides an overview of the service health of EveryAnswer, monitoring various components of our infrastructure to ensure uptime and reliability.

Related Documentation

Frequently Asked Questions

How do I access the Help Center in EveryAnswer?
To access the Help Center, click on the 'Help Center' located in the left menu of the main navigation.
How can I contact EveryAnswer support?
You can contact EveryAnswer support by navigating to the Help Center and clicking the 'Contact Support' button in the header on all pages within the Help Center. A pop-up will open that allows you to create a new support case by providing the required details.
How do I create a new support case?
To create a new support case, navigate to the Help Center, click the 'Contact Support' button in the header, and fill out the required details in the pop-up that appears.
Where can I see my support cases?
You can view and manage your support cases in the 'My Cases' tab within the Help Center.
What information is displayed in the 'My Cases' tab?
The 'My Cases' tab displays a table with the following columns: Case #, Subject, Status, Created, Created by, Last Updated, Updated By, and an Eye Icon to view specific details of the case.
How can I view specific details of a support case?
To view specific details of a support case, click the Eye Icon next to the case in the 'My Cases' tab.
What resources are available in the Help Center?
The Help Center provides a variety of resources including a Home tab with links, the Ask the Expert feature, Tutorials, Documentation, Roadmap, Release Notes, and Service Health tabs.
What is the 'Ask the Expert' feature in the Help Center?
The 'Ask the Expert' feature allows you to ask an AI Expert specifically trained on supporting EveryAnswer for instant answers.
What can I find in the Tutorials tab of the Help Center?
The Tutorials tab contains a collection of tutorials grouped into different categories. You can click on the relevant link to go to an individual tutorial page.
What kind of documents are available in the Documentation tab?
The Documentation tab offers detailed documents grouped into various categories that cover specific topics related to EveryAnswer.
What is displayed in the Roadmap tab of the Help Center?
The Roadmap tab displays the EveryAnswer roadmap, where you can submit ideas, filter by category, and upvote ideas. Ideas are grouped into columns such as Wishlist, Planned, and In Progress.
How can I influence the prioritization of ideas in the Roadmap tab?
You can influence the prioritization of ideas by submitting your own ideas and upvoting existing ideas in the Roadmap tab.
What information is available in the Release Notes tab?
The Release Notes tab provides a list of release notes sorted by date, with the newest releases at the top. Each release note can be expanded to view details including new features, fixes, changes, and deprecations.
How can I check the health of EveryAnswer's services?
You can check the health of EveryAnswer's services by visiting the Service Health tab, which provides an overview and monitors various components of our infrastructure.
What steps should I follow to navigate to the Help Center?
From the main navigation menu, click on 'Help Center' located in the left menu to navigate to the Help Center.
Where is the 'Contact Support' button located?
The 'Contact Support' button is located in the header on all pages within the Help Center.
What information do I need to provide when creating a new support case?
When creating a new support case through the pop-up that appears after clicking the 'Contact Support' button, you need to provide the following information: 1. Subject: Briefly describe what your issue is about. 2. Expert (Optional): Select the Expert related to your issue. 3. Description: Provide a detailed description of the issue you are experiencing. You can format the text using the available options. 4. Attach Files (Optional): You can upload files to support your case. By providing this information, you can help the support team understand and resolve your issue more efficiently.
How are ideas categorized in the Roadmap tab?
Ideas in the Roadmap tab are categorized into columns such as Wishlist, Planned, and In Progress. Each column represents a different stage in the development process: 1. Wishlist: Ideas that are being gathered and considered for future development. 2. Planned: Ideas that have been approved and are scheduled to be worked on. 3. In Progress: Ideas that are currently being developed and implemented. Additionally, each idea is tagged with a type to indicate its nature. The types include Bug, Feature, Integration, and Data Source. This helps further classify the ideas and provides a clearer understanding of their context and purpose.
Can I filter ideas in the Roadmap tab?
Yes, you can filter ideas in the Roadmap tab by category, including options like All, Bug, Feature, Integration, and Data Source.
What details are included in the release notes?
EveryAnswer Release Notes typically include the following information: 1. Release Date: The date when the release is made available. 2. New Features: Details about any new functionalities or enhancements introduced in the release. 3. Fixes: Information on bugs and issues that have been resolved. 4. Changes: Descriptions of modifications or improvements made to existing features. 5. Deprecations: Notifications about features that are being phased out or removed.
Is it possible to ask an AI Expert for help in the Help Center?
Yes, you can use the 'Ask the Expert' feature to ask an AI Expert for instant answers in the Help Center.
What does the 'Service Health' tab monitor?
The 'Service Health' tab monitors various components of EveryAnswer's infrastructure to ensure uptime and reliability.
What information can I find in the 'My Cases' table?
The ‘My Cases’ table provides a detailed overview of all your support cases within EveryAnswer. This is where you can track and manage your interactions with the EveryAnswer support team. Workspace admins will see tickets for everyone in their Workspace, allowing for comprehensive case management. The Cases table on the My Cases tab includes the following columns: - Case #: A unique identifier assigned to each support case, which helps in easily referencing and locating cases. - Subject: A concise description or title of the case, providing a quick insight into the nature of the issue or request. - Status: Indicates the current state of the case, such as Open, Closed, or In Progress, helping you prioritize and manage your workflow. - Created: The date and time when the case was initially created, offering a timeline of when the case was initiated. - Created by: The name of the person who created the case, allowing you to see who initiated the request or issue. - Last Updated: The most recent date and time the case was updated, giving you an idea of the latest activity or changes made. - Updated By: The name of the person who last made updates to the case, providing accountability and tracking changes. - Details Icon: An eye icon that, when clicked, opens up a detailed view of the case, including all relevant information, updates, and any attached files or comments.

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Last Updated:
October 8, 2024

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