How to Navigate MyTime's Support Center

MyTime's Support Center is your one-stop destination to browse articles, submit tickets, and view the status of existing tickets. In this article, we will walk you through how to access and make the most of our Support Center.

 CONTENTS

• Access Support Center
• AI Help Center Assistant (MILO)
• Browse / Search Articles
• Submit A Ticket (COMING SOON)
• View Submitted Tickets & Status (COMING SOON)
• Understanding Ticket Status and Badges (COMING SOON)

Access Support Center

To access our support center:

1. Open your web browser
2. Type help.mytime.com into the address bar and press Enter

AI Help Center Assistant (MILO)

To access and utilize Milo:

1. Select the chat bubble at the bottom right of the page 
2. Once the chat window opens, type your question 
3. Milo will search for relevant articles, provide a summary, and share a link to the article 
4. If the article isn't helpful, select "No" on the prompt if the article doesn't address your query 
5. You will then be connected to a support agent for further assistance
6. If the article was helpful, you can continue by asking another query

Browse / Search Articles

On the homepage, you can access articles in the following ways:

1. Click on the "Browse Articles" option located in the middle of the page 
2. Select the "Knowledge Base" option at the top-right corner or in the middle of the page 
3. From there, you can view articles by category or use the search bar to enter your query

Submit A Ticket (COMING SOON)

To submit a ticket:

1. Click on the "Submit Ticket" option located in the middle or top right of the page 
2. Enter the required information:
   • Requester*: The email address of the person submitting the support request
   • Subject*: 
   • Where is the problem?: Select from the drop-down menu which area of the software the issue is happening
   • Description*: Please provide as much detail as possible, such as:
     • Steps to Reproduce (STR): Describe the exact sequence of actions that caused the issue, including specific clicks, selections, or inputs.
       Example: "Navigate to the homepage, click 'Login,' enter your username and password, and then click 'Submit.'"
     • Frequency: Specify whether the issue occurs consistently or intermittently.
       Example: "The issue happens every time I attempt to log in."
     • Browser/Device Information: Provide details about the browser, device, and operating system you were using when the issue occurred.
       Example: Google Chrome version 116.0.5845.111 on Windows 10.
   • Add an attachment (optional): You can upload an image, video, or other file to help highlight the issue  
3. Complete the reCAPTCHA
4. Click Submit

Upon submission, a confirmation message will appear, indicating that your ticket has been successfully submitted. Additionally, you will receive an email confirmation containing your assigned ticket number. 

An account will also be created on your behalf. Once you receive the user activation email, follow the steps provided to activate your account. After activation, you can check your ticket status and perform other actions related to your account.

View Submitted Tickets & Status (COMING SOON)

Once you have submitted a ticket, you can check its status by following these steps:

1. Select the Login option in the top-right corner of the Support Center 
2. Enter your credentials and click the Login button 
3. Once logged in, choose either the View All Tickets option in the middle of the page or the Tickets option in the top-right corner. 

Understanding Ticket Status and Badges (COMING SOON)

• If the ticket is not yet handled or is currently being managed by an agent, the status will display as Open or Pending, and the badge will read "Being processed". 
• If the support team has responded and is awaiting your reply, the badge will display "Awaiting your reply". 
• Once your ticket has been resolved or closed, the status will change to Resolved or Closed, and the badge will reflect the same.