Logging a Support Call

Sometimes you can't find the answer you need on your own. We're happy to lend a helping hand.

To Log a Support Call

1. Find your license number (on that scrap of paper you filed somewhere a few months ago, or try Help > About).
2. Go to the Help desk page on our website:
   • From the main menu in Author-it, choose Help > Log Support Call. This passes your details to the Help desk page, so it's faster.

   -OR-

   • In your Internet browser, go to the Help desk page. You'll need to type in your email address, and your license number if you're a customer.

     Note: The Help desk displays all current calls that use your email address. You can then follow up on an existing issue you have reported, or log a new call.

   If you're logging a problem, you are prompted to check that you're using the latest build. Find out which Build of the Author-it program you are using (Help > About again).

3. Tell us your problem, question or suggestion. Please log only one issue in each call, so we can pass them easily between the appropriate people on our team. The Help desk system has a Log Another Call button that makes logging multiple calls faster.

   If you're logging a problem, please write exactly what you were doing and where, so we can quickly find an answer for you - without a flurry of emails seeking and supplying more details. Paste the text of any error messages that appear. To solve a problem we often need to reproduce it - so if you can describe exactly what steps we have to take, that helps too. Think of it as a procedure that you're writing (Step 1 - open Author-it, then open the Library called XYZ, Step 2 ...). The more you tell us, the easier it is for us to help you swiftly.

4. Write a brief Title which says what the call is about, in as few words as possible. If necessary, we may change it (especially if you type a job title in that field instead).
5. Click on the Log Call button. You'll get a confirmation that the call has been successfully logged (and an email will also follow). Note the call number. You can log another call if you need to by clicking the Log Another Call button.