The Support functions are divided in two, the Knowledge Base and the Support Portal
Their functionalities are described below.
Topics covered in this article:
- Knowledge Base
- Knowledge Base access and login
- Knowledge Base structure
- Searching for content in Knowledge Base
- Support Portal
- Support Portal access and login
Knowledge Base
The Knowledge Base is a comprehensive self-service support option tailored for different Sympa user roles, including Admin users and Partners. Here, you can access a wealth of information on using Sympa, building Sympa, contacting us, our release plans, topical news, and more.
The Knowledge base is available in English and Finnish.
If your support profile allows for direct communication with our Support Team, you can also submit support requests for further assistance.
Knowledge Base access and login
Knowledge base access is based on your customership and role as a Sympa user, only content you have access to will be visible for you to read.
Link to Knowledge Base: Knowledge Base login
Knowledge Base structure and navigation
The knowledge base consists of categories, sub-categories, and their articles. The navigation (picture) consists of the following options see Picture 1;
1. Sympa Knowledge Base: will take you back to the front page o the Knowledge Base
2. Allows you choose the Knowledge Base language, English or Finnish
3. Go to Sympa Status Page: Takes you to Sympas Status Page
4. Go to Customer Portal: Takes you to the Support Portal and the tickets view
5. Sign Out: Signs you out of the Knowledge Base
6. Search bar: Allows you to search for content in the Knowledge Base
7. Main Categories: The Knowledge Base main categories that are visible to you
(Picture 1.)
On the front page of the Knowledge Base all of the main categories are visible to you based on your user role. When opening a category the list of categories and subcategories can be viewed in the right hands side navigation bar. And the category you currently have open and it's subcategories and articles in the middle of you view. See below picture 2.
1. Categories
2. Sub-categories
3. Articles relates to the sub-category
(Picture 2.)
Searching for content in Knowledge Base
You have the option to search for information either using the search function within the Knowledge Base or by interacting with the chatbot located in the bottom right corner of the front page of the Knowledge Base (Picture 3.)
Picture 3.
Searching in the Knowledge base search function
When searching for content you can use both phrases and singular words.
Asking the Chat Bot
You have the option to directly ask the Chat Bot questions, and it will provide you with answers sourced from our knowledge base articles. If you're unable to locate the answer you need and your support profile allows direct contact with our team, the chatbot can assist by submitting a support request for you.
Support Portal
The Support Portal enables you to submit and track support requests. This option is only available to customers that have support contact enabled.
If you are unsure of what Support level you should have or need to make changes to your company contacts for Support, please reach out to your main contact/CSM at Sympa.
Support Portal access and login
Access to the Support Portal is restricted to customer support profiles with active support enabled. The Support Portal serves as a centralised hub to connect with any team at Sympa that you may require assistance from.
Link to Support Portal: Support Portal