Asking for help

Stuck, or something looks wrong? Get help, in the sidebar (in the menu on a phone), asks your company's help contacts, or SourcePro's own support team, without leaving SourcePro. They already know where you were, so you do not have to explain which page it was.

Asking

1. Press Get help. If your company's plan includes SourcePro's support you choose who should look at it: your company's help contacts or SourcePro support; otherwise your company's contacts are asked. Then say what you need help with: what you were doing and what you expected.
2. Under Sent with your question you see exactly what goes with it: the page you are on, the last error you saw with its reference, and the app's version. Untick anything you would rather not send. Nothing else of your company's data is sent.
3. Send. The request is given a number, and you are taken to it.

The answer

Your requests are under Help requests. When someone answers you are told in the product (the bell) and, if your company has emails on, by email. Write back in the same thread. A request is Waiting for an answer, Answered or Closed. Close it when you are done; an answered request nobody writes to again closes by itself after a while. Write in a closed one and it opens again.

Who answers

Your company's admins answer, and so does anyone the admin names. A colleague who answers sees a To answer tab with every request of the company, the ones waiting first, and finds the open requests on their Home. Only you and the people who answer see your request.

A request to SourcePro support is read by you and SourcePro's team only, never by your colleagues. It is marked "SourcePro support" in your list, and SourcePro sees only what you wrote and chose to send, never your company's records. If SourcePro needs to look at your screen they ask in the thread, and your admin decides whether to allow it.

SourcePro's support tells you how soon a first answer is aimed for (the Get help form says it, and so does your request while it waits). SourcePro may also pass a request back to your colleagues who answer, when it is about your company's own rules or records: you are told, and it becomes a request of your company's own with SourcePro's note and your words.

When a colleague hands your request on

A colleague who answers may hand your request on to SourcePro's support when they cannot solve it. They are asked first, SourcePro receives your words and what you sent as a request in the colleague's name, and you are told in your thread that it was handed on. The colleague reads SourcePro's answer and comes back to you with it.

For admins: Settings → Help

• Name a colleague to share the work, for example the person who knows the system best at each plant; take them off the same way. Admins always answer and need not be named.
• Rules (also under Settings → Rules): whether people may ask a colleague at all, whether the page and last error are ticked to be sent by default, whether new requests and answers are emailed as well as shown in the product, and after how many quiet days an answered request closes.
• The page also says whether SourcePro's support is included in your plan. Included, your people can ask SourcePro and your helpers can hand a request on; not included, they cannot, and the way to add it is to ask SourcePro. It also says how soon a first answer is aimed for, and the level (standard or priority) your plan has. A request SourcePro passed back to you is in your help inbox, with SourcePro's note first and the person's words after it.
• If you are the only admin and have named no one, your people can still ask SourcePro where the plan includes it; otherwise the Get help form says there is no one else to ask. Name a colleague here.