Guides & support
The last section of the sidebar, Guides & support, is always there, whatever your role and whichever modules your company uses:
| Item | What it is |
|---|---|
| User Guide | This guide — searchable, and downloadable as a PDF |
| Support Center | Your requests to the Accmerio team, the conversation on each, and your calls with the team |
| About & versions | The build numbers a support reply may ask for |
| Terms of Use | What your company and Accmerio each agree to |
| Privacy Notice | What is held about your company and its people, whose it is, and who can see it |
Raise a request
- Open Guides & support › Support Center and press New request.
- Choose the kind of request: Technical issue, Help using Accmerio, Data or accounting issue, Access & permissions, Performance or availability, Feature request, Customisation or development, Integration help, Training or consultation, Call or meeting, Billing & account or Something else. Call or meeting is offered only where your company's support includes calls.
- Under Which part of Accmerio?, pick the module or connector it is about. The list holds only what your company has.
- Give it a short Title, answer the few questions that kind of request asks, and describe it. For a technical issue, say what you were doing, what you expected and what happened instead.
- Optionally press Add screenshots or documents — images, PDF, Word, Excel, text or CSV, up to the size the panel shows.
- Where calls are part of your support, tick I'd like a call about this and say which days and time of day suit you.
- Press Review, check it over, and press Send request.
While you type, guides that match appear under These might help. They never stop you sending.
The request gets a number such as ACC-SUP-26-K7T42P. It is shown on the request, in the confirmation email and on the Accounting app.
Follow your requests
The Support Center opens on four counts — Open, Waiting on you, Unread replies and Upcoming calls — and, above the list, every request that is waiting for your answer or your confirmation.
- Requests lists what you raised or were added to. Filter by Open, Waiting on you, Finished or All, or search by number or title.
- With See the company's support requests, Mine and Company switch between your own requests and the whole company's. A request you are not on shows its progress only; ask the person who raised it to add you.
- Each request moves through five stages: Received, Reviewing, Working on it, Confirming and Finished. Under the stages it says who acts next and, where there is one, when to expect it.
- What changed lists replies, calls and status changes. Mark all read clears it. You are also told by email, and on the Accounting app if you use it.
On a request
- Conversation is between you and the person looking after the request. Until somebody picks it up, what you write is added as information and read when they start.
- When the team proposes a solution, the status is Please confirm the solution. Press Yes, it's resolved, or No, it's not resolved and say what still happens — the request opens again.
- A resolved request can be reopened for a while with Reopen request, or by replying. After that, raise a new request and mention the old number.
- Withdraw request closes it without a resolution; only the person who raised it, or someone who can manage the company's support, may.
- Where your support includes it, Ask for escalation tells a team lead. The status does not change.
- People on this request lists who follows it. Add a colleague gives someone from your company the conversation and the emails.
- How did we do? asks for a rating once the request is resolved.
Calls with the support team
Where your company's support includes calls, a request has a Calls panel.
- With self-service booking, press Book a call, choose the kind and length of call, and pick one of the times shown. The times are the support person's real free time. The one you pick is held for you for a few minutes; press Confirm the call.
- Without it, press Ask for a call and say what suits you. The support person offers you times on the request; press the one you want.
- A call reads Confirmed only once it is booked, with its time in your own time zone and a button to join it in the support person's meeting room (Join Google Meet, Join Zoom or Join Microsoft Teams). Until then it says what it is waiting for.
- Add to calendar puts a confirmed call in Google Calendar, Outlook, or Apple Calendar and others (a calendar file). The email that confirms a call carries the same file.
- Move picks a new time (the old one is released once the new one is booked); Cancel releases it. Both tell everybody invited.
- If the team arranges a call another way, its joining details are shown on the call, marked as arranged by the support team.
What your support includes
The panel on the right of the Support Center names your company's support — Standard Support or Premier Support — and what it includes: how many requests may be open, files per request, calls a month and whether you pick the time yourself. Accmerio sets it; it can differ from company to company.
It also shows the Company support code, five digits that belong to your company. Share it only with people at your company.
Follow a request without signing in
- On accmerio.com, press Track a support request.
- Enter the Company code and the Request number, and press Find the request. You see its stage and the day it last moved.
- To see more, press See more detail with your username first. If you work at that company, a six-digit code is emailed to your account's address; enter it and press Confirm.
With the code, the person who raised the request (or somebody added to it) sees the conversation and can reply, confirm the solution or reopen it. Other people at the company see what the company lets its members see. Files and calls are in Accmerio itself.
Signing in and passwords
Terms of Use and privacy notice
Both documents are written for companies using Accmerio, separately from the household edition's. They open as ordinary web pages that anyone can read — the invitation page links to them before a new person has an account — and each shows its version and the date it took effect. When someone accepts an invitation, the version of the terms they accepted is recorded.