#Access the Help Page

Elements provides the Help page, which allows you to quickly access the user guide and FAQs of Elements, submit feedback, and invite support. You can access this page by clicking Help in the navigation pane.

#View the User Guide and FAQs

On the Help page, click the User guide card to view the Elements User Guide. Click the FAQs card to view the FAQs.

#Submit Feedback

The system provides a platform to collect feedback where you can provide suggestions for service features from your experience of this system. Refer to the following steps to submit feedback:

1. On the Help page, click the Submit feedback card.

2. On the Submit feedback page, configure the following settings:

   1. Rate your Elements experience – Select an option to evaluate your experience of this system.

   2. Your suggestion – Enter your suggestions about the features of this system.

      *Note: You can enter up to 500 characters.

3. Click Submit to submit the feedback, or click Cancel to return to the Help page without submitting your feedback.

#Invite Support

If you are the Tenant Owner or a user in the Administrator group, you can invite AvePoint support to help you resolve issues in your customers’ AvePoint Online Services environments. After submitting support tickets, you can go to Reports > Report center > Support ticket report to view all support tickets’ details.

Follow the instructions below to submit a support ticket:

1. On the Help page, click the Invite support card. The Invite support page appears.

2. Configure the following settings:

   • Support ticket type – Select A new issue or An existing issue.

     For a new issue, complete the following information:

     • Issue type – Choose an issue type from General guidance and Troubleshoot an issue.

     • Severity – Define the severity of the issue by selecting a level on the scrollbar (1=Trivial, 5=Critical).

     • Summary – Enter a summary.

     For an existing issue, enter the existing issue’s Case number.

   • Service type – Select a service type from the drop-down list.

   • Details – Enter detailed information about the issue you are requesting support for.

   • Attachment – If you have a file that will help explain or resolve the issue, click Browse and select your file.

   • Customer organization name – Select the customer’s organization name.

   • Customer registered account – Check the customer’s registered account.

   • Contact name – Enter your name in the text box.

   • Contact email – Enter your email address in the text box.

   • Additional email recipients – If you want other people in your organization to know about this issue, you can enter multiple email addresses in the text box and separate them with a comma (,) or a semicolon (;).

   • Phone number – Select a country code from the drop-down list, and then enter your phone number in the text box.

   • Would you like Elements Technical Support to assist in fixing this issue? – According to the customer’s security policy, choose whether to create a temporary account to allow a technical support account to access Management (not including User management) and Auto discovery functions in the customer’s AvePoint Online Services environment to resolve the issue:

     • Yes, create a temporary account to allow a limited view of my Elements environment for troubleshooting purposes. – By default, this option is selected. After you invite support for assistance, a temporary account will be automatically created for technical support, and this account will be automatically deleted after 15 days.

     • No, only notify AvePoint that there is an issue and I will provide additional details to assist in troubleshooting. – If you do not want to create a temporary account for technical support to access this customer’s AvePoint Online Services environment, select this option.

3. Click Submit to submit the support ticket.

#View the Version Information

On the Help page, the version and published date about this system are displayed in the right pane.