How to Use the Support Site

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I'm a New User. Where Do I Start?
How Do I Create a Customer Support Account?
How Can I Be Notified of Product Changes, Updates, and Service Issues?
What Kind of Support Resources Are Available?
How Do I Contact Support?
How Do I Submit a Support Request?
How Do I Use the Support Site?
How are Support Requests Escalated?
How Does NetDocuments Communicate Service-wide Issues?
How Does NetDocuments Support Me as a Customer?

The Help Center is designed to provide NetDocuments customer with a complete self-service support portal and interactive user community. You can get information from the extensive help articles and product documentation, agent-moderated knowledgebase, or turn to other users in the community for answers. If you can't find an answer, you can submit a request to a support agent.

  • Be sure to bookmark the Support Site in your browser for easy access.

Finding information in the Help Center

The Support site is divided into the knowledgebase (containing articles and announcements) and the community (containing questions and ideas).

You can use the search box to find information in both the knowledge base and the community at the same time.

The search results are displayed in two columns, with the left column listing the knowledge base results and the right column listing the community results. You can browse the content in one or the other by clicking Home or Community in the navigation menu at the top.

Getting around the knowledgebase

The knowledge base consists of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

To get around the knowledge base, you can search or browse the categories and sections. Use the breadcrumbs to go Home or to a parent section or category. You also have links to browse recent activity, recently viewed articles, or related articles.

You can subscribe to sections or articles. You will then be notified when somebody creates a new article or comments on an existing one.

Getting around the community

The community is where you can ask questions, provide answers, or share ideas. Most questions or ideas are associated with topics of discussion (forums).

Ideas are in our Idea Bank forum. Questions are in our customer forums. Users can:

  • comment on an idea
  • vote on an idea
  • answer a question
  • vote on other answers.

You can use search to get around the community. You can also use the following views to browse the topics and posts (ideas):

  • Topics- Lists the topics of discussion in the community. These include the Customer Forums and IdeaBank forums. Questions and ideas are associated with one of these topics. You can filter the topics with the following options:
    • All - (Default) Lists all the topics or forums
    • Following - Lists only the topics or forums that you're following

As ideas progress through development and implementation, they are tagged with different labels. When posting a new idea, please post it under the Idea Bank forum so it can be reviewed by our moderators.

  • Posts- Lists all questions and ideas in the community. Questions may have been marked as ‘answered.’ You can filter the questions with the following options:
    • Newest - (Default) Lists the questions that were most recently posted
    • Recommended - Lists the top questions recommended for you based on your browsing history
    • Trending - Lists the top questions viewed by other users
    • Votes - Lists the top questions ranked by votes
    • No topic - Lists the questions that haven't been assigned to any topic
    • Following - Lists the questions that you're following

Participating in the Community

You can participate in the community by asking questions, providing answers, or sharing ideas. If you think somebody's answer to your question is correct, you can accept it as the answer so others can benefit from the information too. You can vote on others' contributions. You can view all your own contributions in one place. You can also track issues by following discussion topics or specific questions. You'll be notified when somebody creates or updates a question or idea, or adds a response.

Before you post a question, it's always a good idea to run a quick search to see if the question hasn't already been answered in the community. Your fellow users will appreciate not having to answer the same question over and over again.

To ask a question or share an idea:

  1. Click Post a Question or Idea in the top-right side of any community page.
  2. Enter your question or idea and any details about it. Ideas typically include feature requests. Questions include tips or any other useful information you want to gather from or share with fellow NetDocuments users and administrators.
  3. Select a topic (forum) for the question/idea from the drop-down menu.
  4. Click Post.

To accept an answer to your question as the correct answer:

  1. Click the checkmark next to the answer.

To view all your contributions to the community:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Contributions.
  3. Click any link to go to your contribution.

To follow a discussion topic or a question:

  1. Click the topic or question.
  2. Click the Follow button next to the topic title or question.

To manage the community items you're following:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Following.
  3. Make any change to the community items you're following.

Subscribing to articles or sections

You can subscribe to sections or articles so that you're notified when somebody adds an article to a section or adds a comment to an article. You can also view and modify all your subscriptions in one place.

You must be signed in as an end-user to manage your subscriptions.

To subscribe to a section or article:

  1. Navigate to the section or article.
  2. Click the Follow button on the right side.

In sections, you can follow articles, or articles and comments.

If you choose the second option, you'll also be notified every time somebody makes a comment. This is the default behavior for article subscriptions.

To manage your subscriptions:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

Note: You must be signed in as an end-user to see the link.

  1. Click Following.
  2. Make any changes to your subscriptions.

Note: Clicking Unfollow removes the subscription from the page.

Editing your profile

You can make changes to your user profile from any Help Center page. For example, you can choose a name and avatar. The information is used in your contributions to the Help Center.

  1. Click your profile icon on the upper-right side of any page, and then click Edit my profile to display your profile information.
  2. Hover the mouse over a field and click to edit it.
  3. After making changes to a field, press Enter on your keyboard to accept the changes.

Create/edit your Community Profile

Submitting and tracking support requests

You must be signed in as an end-user to submit and track support requests.

Submitting a support request

  1. Click Submit a request at the top of the page.
  2. Enter a subject and description of the problem.

As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. We encouraging you to look for answers in the knowledge base and community before submitting a request.

  1. Add any attachments. The file size limit is 20 MB.
  2. Click Submit.

Updating a support request by email

You can update an existing support request ticket with a comment by email.

Your email must reference an existing ticket ID, using the proper syntax, and be in plain text. You must have permission to update the ticket as one of the following roles: as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

To update an existing support request by email:

  1. In your email client, create a new email message or forward an existing email.

The email should go to support@netdocuments.com. The subject can be anything you want.

  1. At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:

#id ticketnumber

For example:

#id 123456

  1. Leave one blank line after the ticket ID.
  2. Enter the comment you want to add to the ticket after the blank line.

Your email should look something like this:

  1. Send the email.

Tracking your support requests

You can use the Help Center to track their support requests.

To track your support requests:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

By default, the page displays all requests that you have submitted. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

  1. To see details about a request, click the request’s title.
  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status

Tracking your organization's support requests

You can be a member of one or more organizations registered with NetDocuments. If you are a member of a shared organization, the end-users can see each other's tickets. A shared organization can be set up by an administrator.

To track your organization's support requests:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

The link appears only if you're a member of a shared organization that is registered with NetDocuments.

  1. To see details about a request, click the request title.

You can add comments to a request if an administrator has set it up.

Marking a request as solved

You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.

Note: The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.

Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.

  1. Click the link on the lower side of the request to create a follow-up request.
  2. Complete the follow-up request and click Submit.

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