How can we help? ZAP Helpdesk User Guide

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1 How can we help? ZAP Helpdesk User Guide

2 Contents ZAP Support Registration... 3 Software Downloads... 5 Knowledge Base (KB) & User Forums... 7 Tips & Tricks... 9 Ask a Question... 9 Subscribe and Receive Notifications Searching the Support Portal Page 2

3 ZAP Support Registration If you have not yet registered, please use the following instructions: Visit and click the register link at the bottom of the page. Once you fill out the form, you will need to wait until your registration is processed before you proceed. Note: It s important that you register for the Helpdesk using the address supplied for the account that was created when you registered for product licensing. If you register with a different address, there will be a delay in processing your registration, as a ZAP support staffer will need to contact you to verify your identity. Page 3

4 registration cont. You will receive a verification from the website. Click the embedded link to verify your address. If you have any problems with this, send an to Your registration will then be added to the verification queue. ZAP support staff will verify your identity, and then send you an to notify you. You can then start to use the support website. ZAP Support is your gateway to perform the following activities: Download solutions and products Access product news Search the knowledge base Access the forum Page 4

5 Software Downloads Software downloads are accessed from the Support Help Center. This is available to all clients who have a maintenance contract. To Access 1. Log into the ZAP website 2. Navigate to the main Support page 3. Navigate to the Support Help Center by clicking on the access support button on the main header image 4. Click on Software Downloads and Information Page 5

6 software download cont. 5. On the following page, click Software Download 6. Choose which product you wish to download and click on the download icon Top Level After choosing product required Icon for downloading Page 6

7 Knowledge Base (KB) & User Forums There is a Knowledge Base and User Forum for each ZAP product. Click the Knowledge Base icon to view a list of postings divided first by category and then by product. Page 7

8 knowledge base & user forums cont. The User Forums section is also divided by product and category. You can search the Knowledge Base and User Forums using the search box at the top of any page. Click a category heading to display a detailed list of entries in that category. Page 8

9 Tips & Tricks Click the Tips & Tricks link on the Knowledge Base page to display a list of the many tips and tricks offered to help fine tune your skills. You can search the list using the search box at the top of the page. Note: a support contract must be purchased to view these Ask a Question You can use the User Forums to ask a question. Click the Post a Question button on the top right, under the search box, of any user forum page. After entering the subject of your question, existing articles in the system are searched and a list of topics that may be useful will be displayed. Note: this is not an incident logging function but rather a question to the users within the forum Note: you can also attach files to your question Page 9

10 tips & tricks cont. Subscribe and Receive Notifications To subscribe to any of our Tips & Tricks, User Forum posts or Questions, click the Follow button, located on the top right of the page within the topic. This will send an to you when the item is updated. Items you have followed, asked a question on or contributed to will be displayed on a list from within your My Activities area. From My Activities you can click straight into any item as well as unfollow items you no longer need. Page 10

11 tips & tricks cont. Searching the Support Portal Searches can be completed from anywhere within the support portal. if at any time you do not see the answer you are looking for, click the link to our help.zapbi.com portal from the Get Help link located under your username at the top right of the page. For your convenience, searches are split into two areas: Knowledge Base for documents written by ZAP staff and User Forums for any questions and forum topics. Page 11

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