General
Help with using Gillie is available through several channels. Always choose the fastest and most appropriate route first to get a solution quicker and save support channel capacity for genuine needs.
1. User Guides
This help center covers all Gillie views and functions.
- Search by keyword – most guides’ titles include a term from the Gillie user interface.
- Browse by sections (login, customer view, alerts, etc.).
2. Contact the Primary User
Organizations typically have a primary user who supports other users.
3. Gillie Support
Technical problems and error situations:
- Use the application’s Create Support Request function in the top right corner of the page. The support request is sent to the Gillie support team (Zendesk).
- Attach to the support request:
- a description of the situation (what you tried to do, what happened, if you were able to reproduce the error)
- a screenshot of the error message or view
- Select an appropriate priority for the support request (CRITICAL / SERIOUS / MODERATE / QUESTION) depending on whether the error blocks your work.
Important. Never send customers’ personal information in a support message.
Best Practices for Requesting Help
- Try to reproduce the problem – describe the exact steps for doing so.
- Check if others have the same problem
- A screenshot saves time – one picture is worth a thousand words.
- Do not describe the problem as briefly as possible but as precisely as possible – “does not work” is not enough to solve the issue.
Tip. If the same problem occurs with multiple users, the primary user can compile the information and send it to support at once – investigation is more efficient.