This Online Help Center is meant to provide an easy to navigate connection between our clients and the Apteryx Software Support Team.
Held within are Training Videos and How-To articles that explain the basic functionalities of the Apteryx software lineup, Self-Help Troubleshooting Guides to empower those who don't want to wait on a technician to solve their issue to try tackling it on their own, and the ability to submit an online Ticket directly to the Support staff without the need to call in and risk waiting on hold.
Below is a basic guide on how to use this Help Center. Expand the Table of Contents below to see quick-links which can be clicked to jump to that section of this article, or continue reading to learn about the layout and usage of the Apteryx Online Help Center.
A basic video guide is also available on the main Help Center site page under 'How To Access And Navigate The Help Center - A Video Guide'.
Table of Contents
The Main Page
The main page of the Help Center is less complicated than it seems, but there is a lot of functionality to go over, so this article will cut the main page into 3 sections: The Header, The Body, and The Footer.
The Header
- The Logo in the upper left is a link to the Apteryx Help Center Main Page.
- In the upper center is a drop-down menu that allows the user to switch between a Light and Dark Theme for the Help Center.
(Light Theme is the default, and choosing the Dark Theme only affects the current browser on the current computer) - The upper right will contain a Submit Support Ticket link, which creates a Ticket for the Support staff based on the information supplied, and a Sign In link, which, once a user has been created and logged into, allows access to all previous Tickets, comments, and profile settings.
(the first time a Ticket is created under a new user, the user's email will need to be verified, and the Support staff will not see that Ticket until the user has been verified via a response to the automatic email sent to the supplied user's email address) - The How Can We Help You? search bar allows for basic search of the articles within the Help Center, supplying a list of recommended articles based on the typed query.
(the search bar is not a chat/email/messaging system, and only queries the articles within the Help Center)
The Body
- At the top of the body is an expandable section labeled How To Access And Navigate The Help Center - A Video Guide containing a video representation of the basics this article covers.
(some legacy browsers are unable to display "collapsed sections" and will have the Video Guide and other similar sections pre-expanded) - The largest section of the body are large rectangular buttons called Categories, which are the broadest organization of the Help Center articles. Each Category has a sub-layer of organization called Sections, and each Section contains the actual articles. You can manually navigate the Help Center by clicking on one of the broad Categories, then selecting a generic Section within that Category, and finally clicking on the specific article you wish to read.
- The last area of the body is the list of Promoted Articles. These are articles that have been selected as important by the Support Staff. They will mostly contain articles that apply commonly to a wide set of Apteryx customers.
The Footer
- The Logo in the lower left is a link to the Planet DDS Main Page.
- The center of the footer is a section to place a code provided by the Support staff to allow remote connection of the current computer.
(the Support Agent will supply a 6 digit code like 123456 which will be typed into the text box, then click Connect, download and run the application which will populate a small chat-box which may ask a few questions before stating "a technician will be with you shortly") - The right-hand side of the footer contains the Support business hours, and the Support Corporate Address.
The Article Page
Articles have the same header (minus the search bar) and footer as the main page, but the body changes drastically. The article has two main sections: The Main Article and The Article Footer.
The Main Article
- The upper left of the Main Article will have the article's Breadcrumbs, or a set of links to easily jump back to the Main Page > Category > Section the article was found in.
- The search bar located in the upper right of the article allows for basic search of the articles within the Help Center, supplying a list of recommended articles based on the typed query.
(the search bar is not a chat/email/messaging system, and only queries the articles within the Help Center) - To the left of the article are other articles within the same Section.
- The article itself will be in the center of the page and may extend far enough to require scrolling. If scrolling far enough, a floating button of an up-arrow will appear in the lower left of the screen which, when clicked, will auto-scroll back to the top of the page.
The Article Footer
- Just below the article itself is the ability to vote on whether the article was helpful or not. This feedback let's the Support staff know if an article is making an impact on those it reaches.
- Below the article vote is a link to submit a Support Ticket.
(the first time a Ticket is created under a new user, the user's email will need to be verified, and the Support staff will not see that Ticket until the user has been verified via a response to the automatic email sent to the supplied user's email address) - Next are two lists of articles: to the left are articles that the current user has recently looked at, and to the right are articles related to the one currently open.
- Finally, the comments section allows users to make statements and ask questions regarding the article.
(comments on articles may be removed if not pertaining to the article itself, and issues requiring Support intervention should be submitted as Tickets and not as article comments)
Accessing Tickets, User Profile, and Settings
Once successfully logged in, you should be able to see your username in the upper right of the header (if the words Sign In are seen instead of a username, click there to either log in to your account, or create a new one if necessary). Clicking on your username will populate a menu of available options: My Activities, My Profile, and Sign Out.
Tickets and Help Center Comments can be found under My Activities, while most other user settings/information can be found under My Profile.
My Activities
The 3 categories at the top of the Activities page reflect different types of content that can be attached to your user:
- Requests are Tickets, either that are directly attached to your user, or that your user is CC'd to.
- Contributions are comments to Help Center Articles that you have posted.
- Following is a list of Help Center Articles or other Users that you are following to see updates on.
My Profile
The Profile page shows your activity within the Help Center (comments, posts, etcetera), displays pertinent user information (user statistics, applicable user dates, etcetera), and allows for the editing of user information by pressing the Edit profile button near the top of the page. Currently, the following user information can be edited:
- Profile Photo (optional)
- Description (optional)
- Phone (optional)
Sign Out
Choosing this option will log out of the currently signed in user. There is no verification prompt or display, the user is simply signed out.
Article Version 2.1 2021.12.01
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