Using the Total Synergy Helpdesk

1. Using Synergy Cloud Services Application - Synergy users with the access level of Project Manager or higher will have access to Support. This is available to Synergy Enterprise clients who have signed up for the Synergy Cloud Services Application.
2. Not using Synergy Cloud Services - Who can access the helpdesk area is defined in the 'Account Security' section within Synergy Cloud Services. This area allows each company with an active Synergy license to define two account managers, and three support staff. Both the account managers and support access staff will have access to the helpdesk area. Learn more about Account Security Settings.

1. Click here to go to the Total Synergy helpdesk - http://synergycloudapp.com/help/supportcalls
2. A login screen for Synergy Cloud Services will be shown.
3. Login using a Microsoft (Windows Live ID), Google, or Yahoo! account that is linked to your Synergy business email address.
4. Helpdesk Calls List will open directly, if the above link is used. Or clickyour name/Gravatar image in the top right of the toolbar, and select 'Support' to open the helpdesk.

1. Click the Create a Call button in the top toolbar.
2. Enter a Title to be the heading of the helpdesk call.
3. Type a Description of the query you have about Synergy Practice Management.
4. Select what Synergy feature the query relates using the Category field.
5. Click the Save button .

Click the image above to view a new helpdesk call.

6. After saving you can then add extra information about the call query by:
   1. Using the 'New Note' panel and typing extra details and pressing the Note Save button . This emails the extra details to Synergy Support.
   2. Add files to the call using the 'Attach files' button in the Attachments panel.
   3. Click the 'Add files' button or drag and drop the files you want on to the Add Attachments window. Press the 'Upload' button to save the files to the call once you have found all the items required.
   4. Once all uploads are complete the attachments window will automatically close.

Click the image above to view the attachments upload window.

7. Once you have finished adding details to the call, click the Save and Close button to return to Helpdesk Calls List.

Click the image above to view a completed helpdesk call.

8. A confirmation email is sent to your email account with a summary of the new helpdesk call.
9. The email has a link you can use to return directly to the call and add extra details at a later time (if required).

1. Click on the 'Open this call' link in the email to view the full details of the helpdesk call.
2. Use the edit call screen add extra details about the issue in the 'Notes' field.
3. Type in the extra details into the 'New Note' panel and press save .
4. Add attachments to the call using the 'Attach files' button in the Attachments panel.
5. Click the Save and Close button when you have finished updating the call.

1. Open the helpdesk call by logging into the helpdesk, or using the link in the Helpdesk email sent.
2. Add a new note on the helpdesk call. i.e. Tell the Total Synergy Support Team that the solution was successful.
3. Click the close call button in the top toolbar.
4. Enter a short description into the 'Solution' box shown and then and press save .