Hi, I’m Katie, and I’m part of Emergency Reporting’s Customer Support team. I’ve started a series of blog posts to help you, our awesome customers, take advantage of the knowledge and information available about the ER system. If you missed the first installment, I showed you how to access the online Support Center. Let’s recap and then we’ll dive into today’s topic – navigating the Knowledge Base.
First, we have to get to the Support Center itself. Remember from last time, you can access the Support Center from our main marketing website, or by using the “Support” button on the home screen of your ER account. You should get to the login page for Support, and I’d recommend saving the web address (emergencyreporting.zendesk.com) for easy access anytime.
Because our Support Center is hosted in a different platform, you’ll have to login to access the information. This is different from the login you may already have for the Emergency Reporting system. If you’ve never logged into the Support Center, you’ll use the “Sign Up” option to create a username and password. If you’ve submitted a Support ticket and emailed with someone on the Support team before, your email address may already be registered in the system. Then you can choose the “Get a Password” link to finish creating your account login.
Now you’re in the Support Center! Welcome – we want this to be an awesome place where you can learn about the system, keep updated about new, upcoming features, and reach out to the Support Team for help anytime you get stuck.
You may notice the search bar in the center of the fire station design (did you know – that design was created by one of our very talented team members!). If you come into the Support Center, you can always start by using that Search option to delve into the Knowledge Base. Or, you can select the Knowledge Base from the options just below.
We have the Knowledge Base organized into different sections. There’s a section devoted to almost every module available in the system, and some extra sections for troubleshooting, system updates, and important system information. Every time we update part of the ER system, we try to update the articles about that system area as well. If you ever notice anything that’s out of date – please reach out and let us know! Our technical writers try to stay on top of everything, but if there’s anything we can do to make the information more relevant we always want to know.
Our Knowledge Base is search-optimized so anytime you do a search, the top articles (based on keywords) and other related articles should show up. Now that we’ve started the Community Forum, those posts will show up in the search as well. For example, if I’m looking for information about creating inspection forms in ER, I search for “inspection form” and these are my results:
The left side shows a lot of articles – and awesome for me, the information I need is right at the top! I can also see if anyone in the Community has been talking about inspection forms. Being able to look through results from both areas can help you find a lot of great information. Let’s take a look at the top article I found.
The article takes me through the steps for adding an inspection form in the Occupancy module. On the far left, there are some other suggestions for articles from the same section of the Knowledge Base. Once I’ve learned about adding my inspection form, I could choose one of those options to learn about other cool features in the Occupancy module.
The bottom of the article also has some other “related articles” that may be more closely linked to my original topic. If you pick an article and it was helpful, go ahead and give it a thumbs up!
As I mentioned earlier, if there’s anything we can do to improve an article, please let us know – we’re adding and updating articles all the time! Likewise, if you’re searching for answers and we don’t have an article covering that topic, tell the team – we want to have the most helpful Knowledge Base possible to make your lives easier whenever you have questions about the ER system.
Thanks for joining me again while we explore the Support Center – I hope this was helpful and you’ll keep tuning in for more. Coming up, I’ll show you the best ways to contact our Support Team and give you some insider tips about the Community Forum. As always, don’t hesitate to reach out if you have any questions!