Help and support

If you get stuck, tell Apex in your own words: most questions are answered there and then. What Apex cannot solve, it passes to the Trendizz team in a support request, and the answer comes back in your language. Once signed in, you reach the team through a support request; if you cannot sign in, write to [email protected].

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One problem and one support request. Apex prepares the request, you send it, and the team's reply arrives in the request.

Several requests at once

You can describe the problem and ask for help in one sentence. Apex first tries to help itself, and if that does not work, it prepares the support request on a card.

What happens: Apex first checks what it can see about the mailbox, and if it can solve the problem, it tells you what to do. If not, it prepares the support request under the technical topic and turns on attaching the diagnostic log.
Where it shows: In the chat, on the support request card. The request is sent only after you approve it.

With approval

What happens: Apex checks your subscription details and tells you what it sees. If it cannot answer the question, it prepares the support request on a card under the billing and payment topic.
Where it shows: In the chat, on the support request card.

With approval

Apex first

Apex knows the interface, your plan and your company's data. You can ask your question in your own words.

I got this error message when uploading. What does it mean?

What happens: Apex first tries to help itself: it tells you where to find what you are looking for, or checks what it can see in your company's data. Most questions are solved here.
Where it shows: In the chat, in Apex's reply.

I'd like help from the Trendizz team.

What happens: Apex prepares the support request on a card: the subject, what you want to achieve, what has been tried so far and, if there is one, the error code. If the request is Apex's idea, it first offers it in one sentence.
Where it shows: In the chat, on the support request card. Once sent, the request opens in the workspace.

Apex suggests a support request when it has no tool for the problem, when an error keeps coming back after trying, or when a person needs to decide, for example on a billing question.

With approval

The request on the card

Before sending, you can review the request on the card and add to it. Nothing is sent until you approve it.

What happens: Apex points you to the card: you add a file with the Attach file button, and a screenshot with the Screenshot button or by pasting an image (Ctrl+V).
Where it shows: On the support request card.

With approval

What happens: You can change the topic on the card: technical question, billing and payment, or other. The topic decides who on the team receives the request.
Where it shows: On the support request card, at the topic.

Once the request is sent, the topic can no longer be changed.

With approval

What happens: For a connection, loading or sign-in problem, Apex turns on attaching the diagnostic log on the card, and you can switch it off and on. The log comes from the Diagnostics section in Settings; if the detailed event log is also switched on there, it includes the events as well.
Where it shows: On the support request card, at the Attach diagnostic log switch.

With approval

What happens: On the card, the Edit button shows that you want to change something, and in the conversation you tell Apex what to rewrite. Apex shows the corrected request on a new card.
Where it shows: In the chat.

With approval

In your own language

You can write to the team in the language you use with Apex. Apex translates in both directions.

If I write in English, will they still understand?

What happens: Apex tells you that you can write in your own language: it translates the request for the team, and you receive the team's reply in your language.
Where it shows: In the request's messages. With the View original button you can also see the text as it was written.

The reply

The team replies during working hours, Central European Time, usually within a few hours. This is the usual response time, not a guarantee.

How will I know they've replied?

What happens: Apex tells you: the team replies during working hours, Central European Time, usually within a few hours. The reply arrives as a notification in the bell, with a sound, and one click opens the request at the latest message.
Where it shows: In the bell and under Support in the menu. If you have an unread reply, a dot marks the Support line.

The reply can always be read in the request; the notification takes you there.

What happens: Apex tells you where to do it: open the request under Support in the menu and write in the reply field; you can attach files and screenshots too. If you reply to a closed request, it reopens.
Where it shows: Under Support in the menu, at the bottom of the request.

Only the person who started the request can reply, attach files and close it.

The Support menu item

At the bottom of the left menu, below Memory and Reply handling. On a phone, it opens from the account menu.

What happens: Apex tells you that under Support in the menu you can see your company's requests: the subject, the status (awaiting reply, reply received, closed), the topic, the ID, who started it and when it last changed. With the buttons you can view the open ones, the closed ones, or only your own.
Where it shows: Under Support in the menu.

What happens: Yes. Every member of the company can read all of the company's requests. Only the person who started a request can reply, attach files and close it; the others see who started it in place of the reply field.
Where it shows: Under Support in the menu, by clicking the request's line.

With a paid plan

What happens: Apex tells you that under Support in the menu, the New request button opens a form: topic, subject, How can we help?, attachments and the diagnostic log switch. Here too you can write in your own language.
Where it shows: Under Support in the menu, with the New request button.

What happens: Yes: the person who started the request closes it with the Close button, and the team can close it too. It does not close by itself, and a new message reopens it.
Where it shows: Under Support in the menu, in the opened request.

Good to know

The decision is always yours

Wherever approval is needed, Apex shows the card, and only carries it out after you click.

It only works from what it has

Apex tells you what's on the record and in the correspondence. If there's no data on something, it says so.

Another team's company

If another team within your company is working with a company, Apex flags it as taken, and doesn't say who's handling it.

In your own words

You can write to Apex in your own words. The example prompts work verbatim too, but it understands your own phrasing just as well.

Try it free.

Ask Apex. It answers in your own account, tailored to your company.

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