Your people bring their Paperwork questions to you. You can answer most of them yourselves, and for the rest you raise a ticket with us. Only support desks raise tickets, so every issue reaches us sorted and with the details we need.
No separate support desk? Whoever looks after Paperwork in your organisation, usually the person who bought the licences, raises tickets.
Common questions to send on
Each of these pages starts from a question people ask. Send a link to the page that matches.
- Opening a document link: for anyone who was sent a link, including clients and the public.
- I can't see a template: the most common question.
- Signing in
- Using your templates: for Writers.
- Running a collection: for Publishers.
Yours, or ours?
Usually yours to sort out:
- Someone can't see a template, or can see the wrong one. Your Publishers manage access.
- The wording, layout or information in a document is wrong. Your Editors and Publishers own the templates.
- A template can't load information from one of your systems. Your portal admins decide which systems templates can use.
Raise it with us:
- Something doesn't work for anyone, or stops working after it worked before.
- Signing in fails when the account is right.
- Billing, invoices and refunds.
- Anything you've checked and still can't explain.
What to put in a ticket
- What the person was trying to do, and what happened instead.
- The template, or the link they used.
- Which account they signed in with: Microsoft, Google or GitHub.
- When it happened, and whether it happens every time.
- A screenshot, if you can.
Don't send passwords, or the information people typed into the document.
What happens next
You'll hear back within two working days, during UK business hours. A ticket raised on Friday afternoon gets a response by Tuesday afternoon. You can see every ticket you've raised, who has it, and every reply, in your tickets.
A security issue?
Email security@paperwork-collective.com, not the support desk. Security and IT on Help answers the questions a security review asks.