> For the complete documentation index, see [llms.txt](https://docs.roivenue.com/roivenue-resources/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roivenue.com/roivenue-resources/roivenue-help-center.md). # Roivenue Help Center The Roivenue Help Center is where you ask questions, report problems and track your requests to the Roivenue team. Learn how to get access and submit requests. The Roivenue Help Center is the place for all your requests to the Roivenue team. You submit a question or a problem, see its status and continue the conversation in one place, so nothing gets lost in scattered emails. Your colleagues and your account manager can follow the same request. Use the Help Center when you want to: * Ask a question about the app, your data or your setup. * Report a problem, for example missing data or a broken connector. * Request a service, for example help with a connector or a change in your setup. * Report an incident covered by your Service Level Agreement (SLA). * Check the status of the requests you or your team submitted. You can submit a request in two ways: 1. **In the Help Center:** choose a request type and fill in a short form. 2. **By email:** send an email to ****. The email becomes a request in the Help Center. To open the Help Center, go to [roivenue.com/help](https://roivenue.com/help). *** ### How to get access 1. After your Roivenue account is created, you receive an email invitation to the Roivenue Help Center. 2. Open the invitation and sign up with the same email address you use in Roivenue. 3. Create a new password. The Help Center has its own login, so your Roivenue password does not work here. 4. Log in. From now on, you can submit requests in the Help Center and by email. {% hint style="warning" %} **No invitation?** Check your spam folder first. If the invitation is not there, contact your account manager and ask them to send it again. {% endhint %} *** ### How to submit a request in the Help Center 1. Go to [roivenue.com/help](https://roivenue.com/help) and log in. 2. Under **What can we help you with?**, choose the request type that fits best. 3. Fill in the form. Required fields have an asterisk (\*). 4. Add screenshots or files under **Attachment** if they help explain the issue. 5. Click **Send**. | Request type | When to use it | What to fill in | | ----------------------------------------- | ------------------------------------------------------------------ | ------------------------------------------------------------ | | **Ask a Question** | General questions, clarifications and advice that are not urgent. | Your question, Account Name, Description. | | **Submit a Request or Report a Problem.** | A new service request, a technical problem or help with a feature. | Summary, Account Name, the details of your request. | | **Submit an SLA Incident** | An incident covered by your Service Level Agreement. | Summary, Account Name, a description of the issue, Priority. | {% hint style="info" %} **Tip:** The more specific the request, the faster the answer. Name the Roivenue account and site, the page or report, the date range and what you expected to see. A screenshot often saves a round of questions. {% endhint %} *** ### How to submit a request by email 1. Make sure you have accepted the Help Center invitation and logged in at least once. Before that, emails to support do not create a request. 2. Write a new email to ****. Put the address in the **To** field as the main recipient. If support is only in **Cc**, the email does not create a request. 3. Use the subject as a short summary of the issue and describe the details in the body. Attachments are added to the request. The email becomes a request in the Help Center. You can follow it there and reply to the notification emails to add comments. *** ### How to track your requests * **Requests:** open **Requests** in the Help Center header to see all your requests and their status. Filter them by status or by who created them. * **Request detail:** open a request to read the whole conversation, add comments or attachments, and see who else follows it. * **Email notifications:** you receive an email when the status changes or when someone adds a comment. Reply to the email to add your comment to the request. *** #### FAQ
1. What can I use the Help Center for? For anything related to Roivenue: questions about the app or your data, technical problems, change requests and SLA incidents. If you are not sure which request type to choose, use **Ask a Question**.
2. I did not receive the invitation. What should I do? Check your spam folder. If the invitation is not there, contact your account manager and ask them to send it again. You need to accept the invitation before you can use the Help Center or send requests by email.
3. Which email address and password do I use to log in? Use the same email address as in Roivenue. The password is different: you create a new one when you accept the invitation. If you forget it, use the password reset on the Help Center login page.
4. Why did my email to support@roivenue.com not create a request? The most common reasons are: * You have not accepted the Help Center invitation and logged in yet. * **** was in **Cc** instead of **To**. * You sent the email from a different address than the one you use in the Help Center.
5. Who can see my requests? Requests sent by email are shared with the registered colleagues from your company. In the Help Center, you can choose who sees the request. We recommend sharing it with your company, so your colleagues do not report the same issue twice.
6. Will I receive email notifications about my request? Yes. You receive an email when the status of the request changes or when someone adds a comment. Colleagues who follow the request receive them too. You can turn the notifications off in the request detail.
7. Can I reply to a request directly from my email? Yes. Reply to the notification email and your reply is added to the request in the Help Center.
8. When should I report an SLA Incident? When the problem is an incident covered by your Service Level Agreement. In the form, set **Priority** to urgent if the incident is critical. For everything else, use **Submit a Request or Report a Problem.**