Support and the assistant

The Help window and Guide in the app, the PVersion assistant, opening and following a support case, the changelog and email.

When something gets stuck, there are a few ways to get help: the Guide and the assistant in the app's Help window, the Support page in the console, and the assistant on the website. For anything that stays unsolved you open a support case; the answer comes to your email and to the console.

The Help window in the app

The Help button in the desktop app's top toolbar opens the PVersion · Help window. It first shows the most common issues from the Guide.

1. Describe the problem in your own words, or paste the error message (for example "password not accepted").
2. Press Ask.
3. Matching Guide pages appear below: a short explanation, steps, and often a button that fixes the problem for you (renewing the server's identity, signing in, getting the latest and so on).

When a red error shows in the app's bottom line, press Ask about this next to it: the Help window opens with that error's text and searches for it by itself.

The PVersion assistant

When the assistant is on, a line at the top of the Help window says so. When you type a question and press Ask, the assistant's answer comes along with the Guide pages.

• For the assistant to answer, a project must be chosen in the box in the main window.
• The app's state goes along with your question: the chosen project, the status line, the last error and the files waiting to be submitted. So you don't need to explain the situation again.
• If the assistant sees a fitting action, it puts one button under its answer (getting the latest, submitting your changes or opening a support case, for example).
• Clear erases the conversation.

The assistant only answers questions about PVersion. It is AI and can be wrong; when it can't solve something, it suggests opening a support case.

The assistant is in two more places:

• In the console: type in the Ask the assistant box on the Support page and press Ask. If it can't help, a New case button appears in its answer.
• On the website: the Questions? button on pversion.com opens the "PVersion assistant" chat. No account needed; ask about plans, features and setup. New chat starts over.

Opening a support case from the app

In the Help window, an Open a support case button appears when the Guide finds nothing or when the assistant suggests it. A project must be chosen for this.

Your question becomes the case's subject. The following is added by itself: the app's version, the computer's name and operating system, the project and its folder, the status line, the last error and the recent activity log. The support team sees the situation without having to ask. Once the case is open its number shows in the window; the answer comes to your email and to the Support page in the console.

Opening a support case from the console

1. Open the Support page in the console and press New case.
2. Choose a Category; if it's about a particular project, choose the Project too (the server's status is added to the case).
3. Choose a Severity. Each one shows its first-response target; Response targets shows all targets for your plan and the business hours.
4. Write the Subject and Description: what you did step by step, what you saw, what the error message said.
5. If you like, add up to 5 email addresses under CC; replies go to them as well.
6. Press Open case. A confirmation email follows.

You add screenshots from the reply box once the case is open.

Following a case

The list on the Support page sorts cases into tabs: All, Awaiting your reply, In progress, Resolved. Open a case to see the whole conversation.

• Write a reply and press Send. Add a screenshot or a log file with Attach a file (up to 10 MB).
• When the problem is solved, press Resolved, close; you can then rate the support you got and send it with Submit rating.
• If the problem comes back, press Reopen on the closed case.

Changelog and email

What changed in each new version is on the Changelog page. If you can't open a case, or the matter isn't about your account, write to [email protected].