Author-it: Logging a support call

August 14, 2008

If you’re a fairly new Author-it user then you may not know how to log a support call. You can log a call if something has gone wrong, for an enhancement suggestion, and even for a ‘how do I?’ question.

You’ll need to have an active internet connection to use the web interface.

Here’s how:

  1. Open Author-it or Author-it Administrator.
  2. Click the Help icon in the top right corner (v5), or the Help menu option (v4).
  3. Select Log a Support Call.
  4. The Author-it support web interface opens where you complete the details of your call, including the type of call, your Author-it version, your operating system, etc.

Another source of help is the Author-it User Group. The User Group is a place where you can hang out and ask all sorts of questions, but it is NOT a substitute for logging calls—Author-it Software Corporation can’t fix something they don’t know is broken. So do yourself a favor—log a call for an issue you’re having, and perhaps ask the User Group too.

With a logged call you know you’ll get an official answer. With the User Group you might get an answer—or you might not; and it might be an official answer—or it might not. And don’t forget, when you first join the User Group you have no idea of the credibility or experience of the person providing you with an answer, so you don’t know how relevant or correct the answer really is.

Please note: The User Group has been replaced by a user forum, hosted on the Author-it website at http://my.author-it.com/.

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