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Using the Skema Support Tool

This article describes the features and uses of this Skema Support tool

Steve Burri avatar
Written by Steve Burri
Updated over a year ago

Summary

The Skema Support Tool is powered by Intercom and should appear in the lower right corner of the Skema interface as a blue question mark (?).

There are several possible elements available to you within the Skema Support Tool.

Notes:

  • Not all elements will be present all of the time, so please read on for further clarification.

  • If the Skema Support Tool is not showing-up, it may be due to an extension you have loaded in your browser. Please see the Intercom article on this topic called Why am I missing users that are showing up on my own system?

    • To solve this you can either disable/remove the extension, confiture the extension to allow intercom access or run in incognito mode (which disables the extension)

Features

There are up to five (5) features available to assist you in your use of Skema:

  • Home (always available)

  • Help (always available)

    • Browse and Search for Knowledge Base (KB) Articles

    • KB Articles can also be found on the web in the Skema Help Center

  • Messages (available after you have created a message)

    • Chat with Support Architects

    • To encourage the use of KB Articles to support yourself, the option to chat with a Support Architect is made available only after opening a KB Article.

  • Tickets (available after a ticket has been created on your behalf)

    • Track issues and requests with the Support Architects

  • Tasks (always available)

    • In-App Product Tours to help guide you through the features and usage within Skema.

Help

The Help feature provides a listing of all Skema's KB Articles. Browsing and searching for articles is supported within this feature.

Once a KB Article is selected, several options become available within the Support Tool at the bottom of the article:

  1. Did this answer your question?

    • If the disappointed icon is selected, an option to Contact Support will be made available where you can Message ("chat") with one of our Support Architects.

  2. Open in Help Center

    • If you want to open the article in a separate browser tab, you can select the "Open in help Center"

If an image within an article is too small to view effectively, it is possible to open the image in a new tab which will make it larger and allow it to be zoomed in on if necessary from the standard browser tools. To open in a new tab, either just left-mouse-click on it, or right-mouse-click on the image and select "Open link in new tab".

Messages

Once your first chat with a Support Architect has been started, the Message option will appear in the Support Tool.

All your past chats with Support Architects will be listed with the ability to drill into each to get back to their contents.

Tickets

If a chat uncovers a product bug or desirable feature for Skema, the Support Architect can create a Ticket from the Chat on your behalf. Typically, a Ticket will represent a conversation that will take a few days to resolve.

Once a ticket is created, the Tickets button will appear in your Support Tool, displaying all your tickets along with their current status.

A link back to the original Message (chat) is available from the Ticket via the "Continue the conversation" button.

Tasks

Tasks are workflow based, "Product Tours" which can take you through, step-by-step, various workflows within Skema.

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