Accessing the Help Center (Community Portal)
To access the Help Center while you are logged in to Apricot, click the "help center" link from the left navigation menu. A new window will open with access to the Help Center.
If it is your first time visiting the Help Center, you will be prompted to log in. Follow the steps below if you are a:
User within the US:
Click "Log in with Apricot" and the system will immediately create a user account for the Help Center using the email address and password you use to login to Apricot.
User outside of the US:
Due to limitations of a feature known as Single Sign-On (SSO), users outside of the US will need to enter another username and password in order to access the Help Center. You should have received a separate email to set up your Help Center (Community Portal) username and password. If you do not remember your login, you can click the "Forgot Your Password?" link.
Note: If you receive a sign on error, remove all capital letters from your username and try logging in again.
3. You will be taken to the Apricot Support Portal. Here you can access a variety of resources for Apricot.
User Groups. Find and converse with other Apricot users at other organizations. See below for more details.
Training. See a calendar of upcoming training events, register for a live webinar or watch a recorded training demo. See below for more details.
Create a Case
Set the type and category for your issue/question to help our team identify where in the product you need support
If the priority is higher or lower than medium, choose a new priority. Critical priority is reserved for software-down or business stop issues. See a list of our priority definitions here.
Paste a URL to the form/report/record/etc you're working on here
Enter your subject
Enter your case details here, the more detail the better!
Click "Save" to submit the case to our team!
You will be taken to a page showing you your case and the case number that was generated. All cases are set to a status of "Not Started" when they are submitted.
View Support Cases
To view the support cases you have submitted to the Apricot Customer Care team, click View Support Cases on the main portal. You can view the cases you yourself have submitted or any cases that have been submitted from your organization.
Expand the drop down menu to see All Cases or to filter down the cases you would like to view.
Find the case you would like to review. Click Edit to make changes to the case.
The Status column will tell you that the Customer Care team is working to resolve your case.
Detailed Description of Support Ticket Fields
Chatter / Posts: We ask that you do not use the chatter feed section of your case to communicate with Tech Support agents. Reply to the email thread or add Case Comments to the ticket to communicate with Tech Support agents. This ensures that your latest message to Tech Support is moved into the correct queue in order for Tech Support agents to find it and respond in a timely fashion.
Case Details: Include relevant information for tracking your case and for our teams to best prioritize and resolve your tickets.
Unique number for this case record
Your organization's name and the organization this ticket is related to
The name of the technical support representative or team working on this ticket
Your contact information, this is who will receive email updates about the case
ETO, Apricot, or Penelope
First layer of categorization of cases
Sometimes this field doesn't totally encapsulate your issue, that's okay, we are just trying to gauge generally what the issue is about.
Second layer of categorization of cases
Where did this case originate?
Your original subject of the case or an updated title for the case
Your originally submitted description of the issue. Replication steps, error descriptions, and specific examples are extremely helpful.
The URL to the form/report/record/etc you're working on
If your case is awaiting a Development Resolution, you will see the development ticket numbers, statuses, and workarounds in this section.
Jira Ticket Number
The engineering ticket number associated with the case. Multiple cases may be tied to the same engineering ticket number.
Yes or No. If yes, the defect resolution has been deployed to the software in a recent release. If no or blank, the resolution has not yet been delivered to the product.
Backlog or Closed. If backlogged, it is in our engineering backlog. If closed, it may be resolved or otherwise closed if the issue we will not addressed at this time.
If a workaround is available for the development issue, it will be noted here.
There are four levels of severity for defects. Each defect is prioritized based on its severity level.
If your defect is closed as fixed or closed for any other reason, our team will update you via email.
A fixed defect would have a Defect State = Closed and Is Deployed = Yes.
Case Comments: Our agents use case comments to provide updates statues, notes, and next actions on a ticket. Our primary communication comes from emails, but you can check cases in the help center to see updated notes on their progress.
Additionally, you can choose to communicate with our staff by leaving a case comment. If you leave a case comment, the agent will be notified of the update to the ticket.
Emails: This area shows details about the emails sent and received between the support representative and the cases contact. You can click in to the emails to read them and select "Click here to view HTML version" to see the emails in their HTML format.
This is our primary form of contact on cases. However, we understand seeing a list of emails isn't very helpful when it comes to getting an updated case status. For this reason our team uses case comments to keep long email threads, relevant details, and updated information on the top of the case.
Emails will show with different status to mark if they were sent or received. Details below.
An inbound email that has not been read.
The contents of the Subject field display in bold for emails with a New Status.
An inbound email that has been read but not replied to.
Our team may have replied to the email and it may not have updated this status, look for more recent emails in the list.
An outbound email from our team.
An inbound email that has been replied to. Replying to a sent email gives it a replied status.
Attachments: You can attach relevant screenshots, videos, or other documents to your ticket through this field.
The User Groups area of the customer portal is a place to connect with other users in other organizations who use Apricot.
Click Active Groups to see which groups you would like to join.
You can narrow the search results by typing into the search bar.
Once you have found a group you would like to join, click the Join button to become a member.
Once you are a member of a group, you will be able to ask questions that can be answered by other users or answer questions posed by other users in your group.
* Note: In most cases, you can see the activity for a group and participate in the conversations without becoming a member, but you will need to be a member of a group to get updates on new group activity.
The Knowledge Base holds all the instructional and step-by-step materials for using and configuring your Apricot database.