Getting help and reporting bugs

What is this about?

If you get stuck, ALLMEDIA.AI offers several ways forward: the help menu with search across the help articles, Amy as your assistant and the customer portal with your support tickets. With a ticket you report bugs, ask questions or send ideas. The support team replies in the ticket, and you receive the replies by email.

Step by step

1. Open the help menu. Click the help icon at the top right. The menu is available in the desktop view.
2. Search for an answer. Enter a term in the Search help … field and open the matching article. Under Learn you also find the Handbook and the Tutorial Videos on the website.
3. Start a ticket. If you find no solution, click Create support ticket under News & support. The customer portal opens with the Get help or share feedback form.
4. Describe your request. Under Your message, write at least 20 characters: what you did, what you expected and what happened. Attach a screenshot of the current page with Screenshot or upload up to five images via Upload photos. You can annotate screenshots before sending.
5. Submit. Click Submit. You receive a confirmation of receipt by email. The ticket appears in the customer portal under Support tickets.
6. Follow replies. Open the customer portal via the profile menu under Support. There you see your tickets grouped by Open, In progress and Closed and can write comments in each ticket. A counter on the Support menu item shows unread replies.

Other ways to get help

• Ask Amy: Amy searches the same help articles as the search in the help menu and can guide you to the right place in the app. Learn more in Amy – your AI assistant.
• Book a support call: In the customer portal or in the ticket form under Book support video call you choose a date for a personal video call.
• Guided product tour: Under Get started in the help menu you start the tour or the Initial setup („Ersteinrichtung“) again.
• On your smartphone: The help menu is not shown there. Instead, open the profile menu and tap Support.
• Without logging in: You find answers to common questions in the FAQ. Further support channels are listed on the Support page and under Contact.

Tips

• Take the screenshot on the page where the error occurs. The ticket automatically saves the current page and the app version.
• State the affected channel or post, the time and the exact wording of the error message.
• If the app stops responding, reload the page. If that doesn’t help, sign out via the profile menu with Sign out and sign in again.
• For messages of 20 characters or more, ALLMEDIA credits you with credits, limited to 50 credits per day and 150 credits per month.

Frequently asked questions

Can the support team look at my workspace?

Yes, if it is necessary for your ticket. A member of the support team can then temporarily join your workspace. You get a notification about this, and access ends automatically after 24 hours.

Is there support with a guaranteed response time?

Yes, as the Enterprise module “Enterprise Support” with a response time within 24 hours. Learn more in Enterprise features at a glance.

Related articles

• Amy – your AI assistant
• Enterprise features at a glance
• Your first 30 minutes with ALLMEDIA.AI