Starting out using a new software product can sometimes be a little daunting. Here at Genie Solutions we want to ensure that your transition to our products is as smooth and seamless as possible and that you can get the most out of your new product. To that end we've created multiple avenues for you to obtain support. We've got a wide variety of resources that will help you answer all those weird and wonderful questions you might not even know you had so read on to learn more about them...
There's something incredibly satisfying about being able to resolve an issue all on your own without having to ask for help. Who doesn't like giving themselves a pat on the back? We know how good it feels, so we've created a comprehensive online Knowledgebase so you can help yourself.
You can sign up to our Knowledgebase to review your support ticket history as well as Follow particular areas of the Knowledgebase so that you can receive updates when any new content is published. Our video below will show you how:
While you are using the Genie program you can utilise Genie's inbuilt contextual help. This allows you to bring up the relevant Genie Knowledgebase article based on the area of the program you are in. For example if you are within a new invoice window and access the contextual help by selecting File > Help, Genie will automatically open the Invoicing article.
You can now also access the Genie Knowledgebase directly from within Genie, via Special > Knowledgebase, or from the Help button within your Appointment Book as shown below:
Please Note: you will need to be running at least Genie version 9.3.4 to have access to this functionality.
With the advent of this Knowledgebase, the Genie Manual is now a legacy document; however, it is still a very thorough source for Genie information. You can access the manual via the above link.
Once the Genie Manual is open, you can browse through the chapters in the Contents tab or Index page by clicking on the desired section.
If you are unsure of where to find the information you require, you can select the search tab and enter a keyword into the search bar then scroll through the results.
When you want to know something, who better to turn to than your friends and colleagues for advice? Think of the Genie Community as a virtual home for these helpful friends where you can ask for advice and ideas. Search through existing topics and conversations or post a new question and wait to hear all the useful resolutions offered up by community members.
The Notification Centre is your home for all of our important notifications including release notes, version showcases and planned outages. If you select to 'Follow' the General Notifications section you will receive an email each time a new article is posted so you can always keep track of what's happening in the land of Genie!
If you've exhausted all of the above options in an attempt to answer your query than never fear - Genie Support is here to help. You can contact the Genie Support team via email or phone for further assistance.
The cost of phone and email support is included in your Genie subscription fees, and there is no limit to the number of times you can contact us for assistance. Our support line is attended from 7:30am to 7:00pm AEST Monday through Friday, though availability does vary during public holidays.