The accuracy of this guide depends on whether your Helprace administrator has enabled the appropriate features.

We'll go over the basics of how to:

• Search for information
• Understand spaces
• Submit a ticket (You can submit a ticket via the User Portal or by email. Learn more)
• Use the feedback tab
• Register

Searching for information

Helprace is designed to provide users a one-stop solution for all their support needs. You can start with typing in your query in the search bar.

Your search results will show material most related to your query. Depending on what category is enabled, It can consist of:

• Update posts
• Question posts
• Idea posts
• Problem posts
• Praise posts
• Knowledge base articles

If for any reason you cannot find the information you are looking for, you can either submit a request, submit a post in the community or continue to browsing the Helprace User Portal.

Understanding spaces

Spaces are categories into which the Helprace User Portal may be divided. Spaces are set by the company to differentiate product-specific discussions and other posts.

Even if the company is divided into spaces, the search function on the home page works the same way as explained above. However, you will need to select an appropriate space to browse its contents.

Use the drop down box at the top left corner to select an appropriate space.

For more information, see Spaces

Submitting a ticket

You can submit a ticket using the User Portal or Feedback Widget. Follow these steps:

1. Click Submit a Request in the User Portal. This will bring up a dialog box that will allow you to send a message to a support agent.
2. Type in your subject and the issue in the message box.
   

   As you start typing in the message body, a list of suggested questions, ideas, problems and praise will appear. By clicking on the suggested link, a new window will appear with the discussion, so that you don't lose the message you've been working on.

3. Add any attachments. The attachment limit is 20 MB (except for the Free plan).
4. Click Send.

For more information, see Submitting a ticket

Using the Feedback tab

The feedback tab is a small tab placed on a company's site. When the feedback tab is called up, it displays a smaller window that allows you to navigate the User Portal. The window is set up to show the following:

• frequently asked questions (Questions that have been upvoted the most)
• top ideas (Ideas that have been upvoted the most)
• common problems (Problems most upvoted)
• new praise (Most recent praise)

When clicking on the links in the feedback window, a new window will appear with that article or discussion.

How to sign up

Some of the few perks of joining Helprace is the ability to check the status of emails sent to support, follow conversations, get alerts and participate in discussions.

It's easy to join:

1. Click Login at top right and Sign Up at the bottom of the login screen.
   
   
   
   
2. Type in your data.
3. Click Sign Up.
   
   

You can also log in with your social media account without having to register. You can log in using Facebook, Twitter and Google+

The email sending process is managed by a rule found in Settings > Rules and Notifications, called "Notify requester about public reply". Disabling it will prevent emails from being sent.

You can also track and update requests through your profile.

Using the user portal

You can submit a ticket using the User Portal. Follow these steps:

1. Go to the home page of your company's User Portal.
2. Click Submit a Request at the top of the search bar. This will bring up a dialog box that will allow you to send a message to a support agent.
3. Type in your subject and the issue in the message box. As you start typing in the message body, a list of suggested questions, ideas, problems and praise will appear. By clicking on the suggested link, a new window will appear with the discussion, so that you don't lose the message you've been working on.
4. Add your attachments. File size limit is 20 MB. There is no limit in number of attachments and combined size of these attachments.
5. If you're not logged in, type your email. Agent's response will be sent there.
6. Click Send

Using the feedback tab

The feedback tab (also known as the feedback widget), has the same tab above the search bar titled Submit a Request.

1. Locate and click the feedback tab
2. Click Submit a Request in the window that pops up
3. Type in the title, message body and add any attachments
4. Click Send.

Using email

To create a new ticket using email, follow these steps:

1. Open your email box or program
2. Enter the email address of support. In many cases it will be support@company.helprace.com but check with the company you're trying to reach.
3. Enter the subject and body of your message. Send your message.
4. You can update an existing support request by simply replying to your email notification of a reply to your ticket, as shown below.

Please note that clicking that button will remove the ticket complete with all its attachments. There is no way to recover them.

• Click on your avatar on the upper right
• Select Profile from the menu
• Click Delete My Personal Data button at the bottom right

Please note that deleting all personal details from your account will prevent you from logging in, as your email (which serves as your username) will be removed from our records.

Consider deleting your topics, tickets, replies and comments first. You will not be able to do so after deleting your personal details.

You can review the list of your social network accounts connected to your Helprace account on your profile page.

The user above has connected all three of their social media accounts to Helprace:

Your page may differ from the above (if you haven't been using social logins, for example).

If you'd like to remove a social media account from Helprace, simply click the (x) button next to it.

• Following discussions
• Unfollowing discussions
• Email notifications
• Changing email
• Sharing discussions using social media
• Sharing discussions using email

Following discussions

When you follow a discussion, you subscribe to its updates in the form of email notifications.

You automatically follow a discussion when you:

• Create a new topic
• Vote on a topic
• Reply to a topic
• Comment on a reply to a topic
• Vote on a reply to a topic

You get notified by email every time another user adds a comment or a reply to the topic you're following.

Unfollowing discussions

You can unfollow discussions in two ways: directly in the discussion or from your profile page.

1. Head to the discussion you wish to unfollow
2. You will see a Following button with a green flag. Click on it.

To unfollow using the User Portal:

1. Click on your name at the top right of the User Portal.
   
   
   
   
2. Scroll down and click on Following under Participation to see all topics you are currently following.
   
   
   
   
3. Click on the green flag beside the topic that you wish to unfollow.
   
   

Email notifications

At your email notifications page you can select the email notifications are sent to and change your notifications mode.

1. Click on your name in at the top right of the User Portal.
   
   
   
   
2. Click on the Emails & Notifications tab
   
   
   
   
3. As a user, you can set email notifications to keep track of:
   • New replies to topics that you posted, replied to or followed
   • Option to receive a "daily digest" instead of a notification for every single event
     
     
     
     
4. Click Save.

Changing email

Notifications are sent to your primary email. If you would like to change it, follow these steps:

1. Navigate to the Emails & Notifications tab in your profile.
2. Click "Add Email", type a desired email address and click Add.
3. You'll get a confirmation message to that address. Click the confirmation link to validate the new address.
4. Now that you've got two verified emails, you can click the "Make Primary" button to 
   
   
   

   Tip: Please note that you need to verify the email before making it primary.

You will now be getting community notifications to the new primary email.

Tip: You cannot delete your only email address. You can only do so after adding a secondary address.

Tip: Upon adding and verifying a secondary address, you will be able to log in using both addresses, but your password will remain the same.

Sharing discussions using social media

You can share discussions in the User Portal using various forms of social media. Sharing is offered for the following platforms:

• Facebook
• Twitter
• LinkedIn
• Google+

Click on the appropriate button below the topic you wish to share on social media

Sharing discussions via email

In addition to sharing discussions via social media, you can share discussions via email, as well.

1. Click on the envelope icon to the right of the topic you wish to share.
2. A dialog box will appear. Enter the recipient's email address.
3. Type in a message (optional)
4. Click Send

Your message with a link will be sent to the specified email.