Getting help

Everything starts at Help & Contact in your sidebar. One screen holds the search, the guides, the frequently asked questions, and the two buttons that reach a person.

• •Search the guides and the FAQ from the box at the top.
• •Browse by area using the tiles: Calendar, Requests, Financial, Flash Manager and the rest.
• •Contact Us opens a support ticket with the team.
• •Request a Feature is for ideas rather than problems, and it goes to a different place.

Type what you are stuck on into the search box and results filter as you go. It searches the help articles and the frequently asked questions at the same time, and tells you which area each result came from, so you can see whether the answer is filed under Requests or under Financial before you open it.

If you would rather browse, tap a tile. Each one expands to show the guides for that part of Maelo. Below the tiles sit the questions people ask most often, answered in place without leaving the screen, and View all documentation opens the full guides.

Some screens carry their own help panel, which opens in the bottom corner of the page you are already on. It lists the guides for that exact screen, so you are not hunting through documentation for the part you were just looking at.

The panel also offers Maelo AI, an assistant trained on these guides. Ask it a question in your own words and it answers with links to the guides it drew from, so you can read the full thing yourself. There are suggested questions to start you off, and a button to clear the conversation.

When nothing in the guides covers it, tap Contact Us. The form asks for three things: your email, a subject, and a message. Your email is filled in from your account, and you can change it if you would rather be replied to somewhere else.

1. 1

   Say what you expected

   What you were trying to do, in one line.
2. 2

   Say what happened instead

   The error, the wrong number, the button that did nothing.
3. 3

   Say where

   The screen you were on, and the client or booking involved if there was one.

Maelo sends the technical details along with the message, so you do not have to work out what browser or phone you are on. There is a quick verification step before the form sends, which is there to keep spam out.

You get a ticket number on screen straight away, and a confirmation email to match. Keep that number. It is how the team finds your case, and it is worth quoting if you follow up about the same thing later.

Maelo replies within 24 hours. If you think of something after you have sent it, or you want to attach a screenshot, just reply to the confirmation email and it joins the same ticket. There is no need to open a second one, and a second one usually slows things down.

Got an idea rather than a problem? That belongs on the ideas board instead. See Requesting a feature.