TreezSupport: Help Center Guide for End Users – Treez

The Treez Help Center is designed to provide our customers with a time saving self-service support opportunity. You can get information from the Help Center or turn to the Treez community forums for answers. If you can't find an answer, you can submit a request to an agent or make a new post to the greater community.

For information about submitting and tracking support requests, see Submitting and tracking support requests in Help Center.

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Help Center Overview

The Help Center is filled with a collection of helpful articles (Knowledge Base) and a community forums platform (Community) where users can connect with the greater Treez Community.

You can use the search bar to find information in both the Knowledge Base and the Community forums at the same time. The search results are displayed in two columns, with the left column listing the Knowledge Base results and the other listing the Community forums results.

Navigating the Knowledge Base

The Knowledge Base portion of the Treez Help Center is where you can find helpful content about how to use various Treez software and functionality. This area consists of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

Categories - Categories will consist of available Treez products and services.
Sections - Sections will consist of more specific modules or functionality related to the category each section is nested under.
Articles - Articles will consist of in-depth content specific to the article topic.

To navigate the Knowledge Base, you can search or browse categories and sections. When viewing an article, you can view other articles within the same section on the left-hand menu under the ‘Articles in this section’ menu.

To find Related articles, you can scroll to the bottom of any article and view related content under the ‘Related Articles’ menu. Related articles may also be linked in the articles body.

You can subscribe to sections or articles so that you're notified when somebody creates an article or comments on an article!

Navigating the Community

The Community Forums portion of the Help Center is where you can pose questions or ideas to the greater Treez Community or provide answers as a contributor! This area consists of Topics, Posts and Comments. Community posts are associated with topics of discussion.

Topics - Topics are a way to organize relevant posts by Treez Community contributors.
Posts - Posts are actual content generated by the Treez Community. Posts are organized within a Topic and allow other users to comment on them.
Comments - Comments are responses or discussions that pertain to a Post.

You can use the search bar to navigate the community forums or browse the community discussion topics. You can subscribe to topics or posts so that you're notified when somebody creates a post or comments on a post.

Searching for content

There are a number of methods you can use to search for content in the Treez Help Center, including the Treez Community Forums.

Note: When using the search bar within the Treez Help Center, comments on articles and posts are also searched. Your results may include articles or posts where the search term is mentioned in a comment but not the direct article or post itself.

Note: The following is taken directly from our Help Center provider, Zendesk, as this is the platform we use at Treez and best explains how their search function works:

Find multiple words: Use double quotes (") around each word to find content that contains all those words.
For example, "article" "title" "section" "author" retrieves content that contains all four words, in any order. Make sure you put spaces between the search words, otherwise the search handles the text as one string.
You'll get hits if there is a stemmed version of a word (e.g. articles). You won't get hits where content contains only the words title and section, for example.
Note: If you use single quotes (') around a word, the single quotes are ignored. If you search for 'article' 'title' 'section' 'author', you'll see hits for all content that contains any of the words title or article or section or author (exactly as if you had searched without the single quotes).

Find a phrase: Use double quotes (") around a phrase to find content that contains all the words in that phrase.
For example, "article title" retrieves all content that contains the words article and title, in that order. You'll also get hits if there is a stemmed version of the word (e.g. articles). You won't get hits where content contains only the word title, for example.
Note: If you use single quotes (') around a phrase, the single quotes are ignored.

Exclude results containing certain words: Use the minus operator (-) in front of the search term to find every article or post that does not include that word or phrase.
For example, reporting bugs -support returns content containing the words reporting and bugs, but excludes those that contain the word support from the result set.

Combine operands for advanced search: you can combine the operands above to find a very specific set of results.
For example, "reporting bugs" -support returns hits for content that contains both the words reporting and bugs, but does not contain the word support.

Sorting content in the community forums

You can navigate content in the community forums by browsing topics or by showing all the posts in the community, regardless of topic. Within topics you can sort posts by newest, recent activity, votes, or comments. Within a post, you can sort comments according to date or votes.

Sorting by Posts or Topics

On the main community forums page, you can choose to view All Posts or All Posts

On the community forums landing page, click the arrow beside Community, then select Show all posts. All Community posts will appear in a list, no matter which topic they are associated with.

To show all topics again, select Show topics.

Sorting Community Posts Within a Topic

In any community forum topic, users can change the sort order by clicking the arrow next to the ‘Sort by….’ text found just above the topics list and selecting one of the available sort options.

Newest - (This is the default sort order) Lists posts by their creation date, starting with the most recent first.
Recent activity - Lists posts by their comment activity, starting with the most recent first.
Votes - Lists posts by their vote activity, starting with the post with the highest number of votes.
Comments - Lists posts by the comment activity, starting with the post with the highest number of comments (not based on the time of the comment activity, only volume of comments).

Sorting Comments in Community forum topics by date or votes

In Community posts, users can change the sort order by clicking the arrow next to the ‘Sort by’ text found just above the topics list and selecting one of the available sort options.

By default, comments appear chronologically, starting with the oldest comment.

Making posts in the community forums

You can participate in the Treez Community Forums by making a post or a comment to ask questions, provide answers, or share ideas with other Treez users. Before you post, be sure to run a quick search to see if the question has already been asked and answered.

To make a community forum post

Navigate to the Community Forums homepage
Click New post in the top-right side of any community page.
Enter a Title for your post.
Enter Details, which might be anything, including a question or tip.

Make use of the formatting toolbar to customize the content of your post or to add links and images.
1. Images added to a post in a restricted topic will only be visible with the email notifications sent to users who follow your post

Maximum Image file size is 2MB. This limit cannot be increased.

@mentions: If you would like to tag another user in your post, type "@" followed by at least the first three characters of their alias, or user name, then select the user you want to add from the list.

For instance, if you want to @mention Jane Doe, type "@Jan," then select Jane Doe. The user mentioned is automatically emailed, and now follows the post.

Select a Topic for the post from the drop-down menu that is most relevant to your post by clicking the downward arrow on the right of the selection bar.
Click Submit.

Viewing your contributions

You can participate in the Treez Community Forums by commenting on existing Community posts or by creating new posts within the community. You can view all your own contributions in one place.

To view all your contributions

Click your profile icon on the upper-right side of any page, and then click My activities.
Click Contributions from the top menu bar. By default, you will see all post you've made in the Treez Community Forums.
Click Community comments to view any comments you've made on Treez Community posts.
Click the link under the “Title” column to view the topic and your comment.

Following content in the KB and community forums to get notifications

If you would like to keep up to date automatically with changes to our Help Center, you may follow any section or article in the Knowledge Base. You may also follow topics and posts in the Treez Community Forums. When you create a community forum post or comment on an existing article or post, you are automatically subscribed as a follower of that article or post.

When you follow content, you are subscribing to it and will be notified by email when new articles, posts, or comments are added. You will not be notified when updates are made to the body of an article, post, or comment.

You will receive email notification for contributions made by other users who you are following, but you will not receive notifications for your own contributions.

You can stop following content at any time.

Following content

In the Knowledge Base, you can follow sections and individual articles. You cannot follow entire categories. In the Community Forums, you can follow topics and posts. You will not be notified when updates are made to existing articles or posts. You cannot automatically follow all new articles across the Help Center. You must follow each section instead.

To follow a section or topic

Navigate to the section or topic that you want to follow.
Click Follow, then choose notifications for only new articles/posts or for all new articles/posts and all comments.

Articles or Posts - you will receive email notifications for new articles/posts only in the section or topic. You will not receive notifications for new comments.
Articles or Posts and Comments - you will receive email notifications for all new articles/posts in the section or topic and any new comments.

To follow an article or post

Navigate to the article or post.
Click Follow.
You will receive email notifications for any new comments on the article or post; Please note you will not receive notifications when the content in the article or post is updated.

Unfollowing content

If you would no longer like to receive notifications for any of your followed sections, posts, topics or comments, you can easily unfollow them at any time. For sections and topics, you can also update your subscription preference if you decide you only want notifications for new articles and posts and not all comments or if you would like to include comments in addition to new articles and posts.

To stop following a section or topic

In the section or topic, click Following, then select Unfollow.

To stop following an article or post

In the article or post, click Unfollow.
The button changes to Unfollow, indicating that you are no longer following the post.

Viewing and managing your subscriptions

You can view and update your active subscriptions at any time. You must be signed in to manage your subscriptions. Subscriptions are managed in “My Activities” in the Customer Portal of Help Center.

To manage your subscriptions

Click your profile icon on the upper-right side of any page, and then click My activities.
Click Following.

To update your subscription to include or exclude comments, click the downward facing arrow in the “Following” column and click the available option.

To stop following the section, article, post or topic, click the Unfollow button.

Sharing links to specific comments

You can share a link to a comment on an article or a post to point users to the exact answer or solution.

To copy a link to a specific comment

Click the options menu beside the comment, then select Permalink.
Click Copy.

Paste the link where you want to share it.