TABLE OF CONTENTS
- How to access the knowledge base?
- Why should I create an account in Freshdesk while using Skillate?
- How to create an account in Freshdesk to check the ticket status?
- How to check Freshdesk ticket status? (Existing User)
- Why certain help articles are not available for reference?
- How to use the Skillate Help Center Widget?
- How to get in touch with the Skillate Solutions Team?
- Call Support (Premium Add-on Feature)
How to access the knowledge base?
You can access the knowledge base either from the website or from the Skillate app.
From the website:
From Skillate app: You can access the knowledge base in two ways
Navigate to the Help Center icon on the top right corner.
You can also click on the help widget on the right bottom.
It displays the related articles for the page you are currently on. Hence, avoid the additional step of searching for the topic.
Why should I create an account in Freshdesk while using Skillate?
Skillate manages its help center through Freshdesk. You will have to create a Freshdesk account to track your tickets and access some of the help articles that are in the restricted view.
Please note that it is a one-time process, and later you can log in to view your ticket status.
How to create an account in Freshdesk to check the ticket status?
If you do not have an existing account with Freshdesk, follow the steps to create one:
Navigate to Help Center.
Click on Sign Up on the top right corner.
Enter your Name and Email address to create an account.
Click on Register.
You will receive an email confirmation from Freshdesk.
How to check Freshdesk ticket status? (Existing User)
From the help center,
Navigate to the top right corner and click on the Login button.
You will have to enter your Freshdesk login credentials in the following screen.
Click on Login.
Go to Tickets tab to view all the tickets you have raised for Skillate and their status.
Why certain help articles are not available for reference?
If you get a screen (as provided below) while trying to access a help article, it implies that the help article has a restricted view.
You can click on Login and enter the Freshdesk credentials to view articles that are in restricted view.
If you do not have an account,
Click on Sign up with us.
Enter your name and email address.
A confirmation email along with an activation link will be sent to the respective email address.
Click on the activation link, setup a password.
Please use the same credentials to log in whenever you find an article is in restricted view.
How to use the Skillate Help Center Widget?
The help center widget is your one-stop solution if you are stuck while using the product. It has two major sections:
According to the current page you are using on the Skillate app, related help articles will be listed for quick reference.
This avoids the process of going to the knowledge base and searching for the topics manually.
You can also search for any topics from here without having to open the knowledge base on a new tab.
Click on Message Us.
Fill up the form and click on Send to raise a ticket.
It avoids the process of reaching out to the support team via email.
Upon raising a ticket, Skillate Support will look into your concern and get back to you within 2-4 business hours (Monday to Friday).
How to get in touch with the Skillate Solutions Team?
If you are stuck at any point while using the app, click on the support widget provided at the left bottom of your screen, and you can raise a ticket for the issue or query you have.
Skillate Support will look into your concern and get back to you within 2-4 business hours (Monday to Friday).
You can also write to us at firstname.lastname@example.org
Call Support (Premium Add-on Feature)
What hours are the call support services open?
On weekdays (Monday to Friday), call support will be accessible from 10 AM to 7 PM.
If no one answered my call, will I get a call back? When should I anticipate it?
Undoubtedly, if your call is missed, a member of our team will call you again. Within, you may anticipate the same.
Are these calls being recorded?
Yes, every call you place through the call assistance facility will be recorded.
How do I avail the call support feature?
It is a premium feature. You can get it enabled for your organization by contacting your CSM.
Who will be attending the call?
Any calls that you make using the call support feature will be answered by the Skillate Solutions team. Depending on their availability, the calls will be forwarded to each of them.
Should I raise a ticket on Freshdesk even after I make the support call?
No, a ticket will be immediately created from your call. You will be notified upon ticket creation as well.