Timewatch Product Support
The Timewatch Support Center provides everything you need for day-to-day support as well as access to professional services including training, consultancy, advice, report writing and customization services.
Support Center Overview
Support Services have been designed to provide users with a simple, easy way to get answers to questions. Firstly, every user has access to the “Need Help? Just Ask!” button which uses advanced search technology to locate a help article, video, quick start guide or knowledgebase article. Next, if users cannot find an answer through search, using the inbuilt help desk system they can ask an administrator for help. If the administrator cannot help, they can request personal assistance from a Timewatch expert.
The Support Center
All support features are available from the Support Center group which is accessible from every Tab within the system.
24/7 Help
Our in-built help system is available 24/7 to answer queries. As questions are asked our AI Help system seeks to find the best answer to the question. Although most questions are answered there and then, it’s AI, and sometimes the best answer is not the one you are looking for. In these cases users can log a ticket for Timewatch to answer.
Every time we answer a customer question new, valuable content is automatically created in our knowledgebase to answer the next customer that has a similar question.
Getting help from Timewatch
End users to request assistance and log tickets with their Administrators. Administrators manage tickets much like an email inbox, reviewing current status, replying to end users and where if personal assistance is needed, can forward the request to a Timewatch expert for help.
Users and Administrators are alerted to new or updated tickets via a flashing flag in the Support Tab, and can simply click on it to view the updated items.
Asking a Question
End users can ask an Administrator for help via the “Ask and
Administrator” button, and Administrators can ask Timewatch
for help via the “Ask Timewatch” buttons on the Support Center
menu.