Help Assistant Guide

This guide will show you how to use the Help Assistant to find answers to your queries and Raise a Question (also known as Raising a Ticket) to our Support Team.

General

1. What is the Help Assistant?
2. Why use the Help Assistant?

Using the Help Assistant

1. How do I use the Help Assistant?
2. Help Assistant start screen
3. Navigating through the Help Assistant

Questions

1. Raising a Question (also known as Raising a Ticket)
2. Tracking your Question

What is the Help Assistant?

The Help Assistant quickly guides you to the information you need to answer any queries you have about your PlusNet service.

You will be shown the most relevant help page in response to your query and, if you need more information, you can raise a Question to our Support Team.

Why use the Help Assistant?

We have always pioneered self-help support. We believe that all of our customers should be able to find answers to their own questions without needing to call us. We also believe that information should be presented clearly and that this should be available 24 hours a day.

How do I use the Help Assistant?

Using the Help Assistant is easy. Firstly click the Help & Support link at the top of the page:

Then simply select the Help Assistant link:

Help Assistant start screen

There are 4 sections to the Help Assistant. You can choose to view the section by clicking the section title. (e.g. clicking on Sales & Orders will take you to a list of subjects within Sales & Orders). Note that the list of subjects are provided on the start screen, under each of the 4 section titles, allowing you to go directly to the area you're interested in.

Navigating through the Help Assistant

Once you have selected the relevant topic for your enquiry, you will see either a link to a relevant help page, or further questions to help us narrow down the possible answers to your enquiry. If your query can be answered by reading a help page or using one of our online tools, you will see a small icon next to the link (as shown as in the example below). A pop-up box will also confirm this, which has also been shown in this example:

Clicking on the relevant option will open a new browser window with the relevant support page in it.

If the page doesn't answer your query, just close the window and return to the original window, which will look like this:

If the help page answered your question then choose 'The page is helpful thanks'. If the page didn't answer the question, choose 'I want to go back and choose again'. This takes you back to the previous question to continue looking for an answer.

Finally, you can choose to raise a Question to our Support Team.

Raising a Question (also known as Raising a Ticket)

If you choose this option, you will see the following screen:

Click on the first box and enter your question.

If you want to add a file to support your query, (e.g. a screenshot), you can do this using the second option.

Finally, you can choose which email address we should send Question update notifications to. By default this will be the address you chose as the contact email address for your account. If you want to use a different address, (e.g. a work or a friend's address), just update the Email address box and then click 'Send'. Your Question has now been raised to our Support Team.

Note: It is not possible to change the email address for a Question after it has been raised. If you do need to change the email address, please make sure you do this when raising your Question.

Tracking Your Questions

You can see any Questions that are open on your account using either of the 2 links shown below:

You will now see a summary of the Questions you have open:

The sections are:

1. A summary of your open Questions.
2. The status of your Questions. In this example one Question has been returned with a response from our Support Team, the other is still being processed.
3. Here you can choose which Questions you want to see. By default, this is current open Questions, but you can choose to look at historical Questions if you want to.

Clicking on one of the summaries will take you to the start of that particular Question. You can then view all the Question dialogue, from your first query, replies and all internal communications to this. These are normally shown as "[INTERNAL]" or "INTERNAL:". As part of our transparent approach, we think it's only fair that you see all internal comments which relate to your Questions.

At the bottom of each Question you will have these options:

Reply to the Support Team: This gives you the opportunity to add more text to the Question and return it back to the Support Team. You can also include an attachment if you need to send supporting documentation or screen shots.

Close this Question: If you decide to close the Question you will be asked to rate the support you have been given. We take all feedback seriously, so please take a few seconds to give us your thoughts as this is the best way to help us improve our support to you.

Page last updated 14th January 2008

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