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PensionPro 2.0 - Gaining Access to PensionPro's Help Center

Gaining access to the PensionPro Help Center allows users to open support tickets and have access to the Community. To access the PensionPro Help Center, a user must first be granted access in PensionPro (see Adding Employees and Security Rights.) Gaining access to the Help Center can occur in one of two ways.

Tier Availability: Team, Core, Essential, Premium, Business

 

Menu:

 

Gain Access to the Help Center

Security Rights Required: Add/Edit Employee

 

A system administrator can give a user Help Center access by completing the following steps:

  1. Use the search bar in the upper left corner to search for the employee.
  2. Select the Employee who needs access to the Help Center.
  3. Select the Account tab from the menu on the left.
  4. If Helpdesk Access is set to "No", there will be a hyperlink that says "Create Helpdesk Account."
  5. Click Create Helpdesk Account.
  6. The account will then be created. An email will be sent to the user to validate the new Help Center Account.
  7. If the user does not receive the email, make sure they verify that the email did not go into a spam folder. If it did not go into a spam folder, check with your internal IT department to verify that emails coming from support@pensionpro.zendesk.com are whitelisted.

 

A user can also set up their own Help Center access by completing the following steps:

  1. Click the User Profile icon in the upper right corner of the screen.
  2. Select View My Account from the dropdown.
  3. If Helpdesk Access is set to "No", there will be a hyperlink that says "Create Helpdesk Account."
  4. Click Create Helpdesk Account.
  5. The account will then be created. An email will be sent to the user to validate the new Help Center Account.
  6. If the user does not receive the email, make sure they verify that the email did not go into a spam folder. If it did not go into a spam folder, check with your internal IT department to verify that emails coming from support@zendesk.com are whitelisted.

The email will come from support@zendesk.com with the subject line "Welcome to Zendesk Support." The email will contain a link that will verify the email address and allow for the user to choose a password to log in to the Help Center.

Note: The email and the password chosen are the credentials that will be used to log in to the Help Center. These credentials do not need to be the same as the credentials used for logging into PensionPro. Changes to the Help Center password do not affect the user's PensionPro credentials.

 

Reset a Help Center Password

A user has two ways to change his/her Help Center password. The user can reset their password once he/she is logged into the Help Center, and the password can also be reset at the login screen for the Help Center if the password has been forgotten. 

Change a Password When Logged Into the the Help Center

Once a user is logged into the Help Center, they can change their password by:

  1. Click the user's name in the upper right-hand corner of the Help Center.
  2. Click Change Password.
  3. Enter the current password in the 'Current Password' field.
  4. Enter the new password in the "New Password" field. New passwords must contain the following:
    • Must be at least 6 characters
    • Must be different from the email address
    • Must include letters in mixed case and numbers
    • Must include a character that is not a letter or number
  5. Click Change Password.
    • The user will receive an email notification from support@pensionpro.zendesk.com indicating that their password was changed.

 

Reset a Forgotten Password

Should a user forget their password for the Help Center, the user can click the "Forgot my password" link upon sign in. To reset a forgotten password:

  1. Click the Sign In button.
  2. Click Forgot my password.
  3. Enter the email address used for the Help Center in the 'Your email' field.
  4. Click Submit.
  5. If the user is an existing user, they will be sent an email with a link to reset their password.
    • Only users already registered with the PensionPro Help Center can apply for a new password.
    • PensionPro does not offer self-registration for the Help Center. If the user is looking to register for the first time, they should contact their company representative and follow the steps above in 'Gain Access to the Help Center.'
  6. The user can open the email from support@pensionpro.zendesk.com and click the URL link within the email.
  7. Enter a new password in the 'New Password' field. New passwords must contain the following:
    • Must be at least 6 characters
    • Must be different from the email address
    • Must include letters in mixed case and numbers
    • Must include a character that is not a letter or number
  8. Click Change password to update to the new password and log in to the Help Center.

Note: The password chosen is the password that will be used to log in to the Help Center. This password does not need to be the same as the password used for logging into PensionPro. Changes to the Help Center password do not affect the user's PensionPro credentials. It is also important to note that the user's email address will always be used as the username on the Help Center. Help Center credentials are in no way linked to a user's PensionPro credentials. 

 

How to Navigate the PensionPro Help Center

Once the user has logged into the Help Center, they will see the Help Center dashboard. Here, users have the option to search for articles on frequently asked questions and how to's on system functionality. Users can also browse through the categories that are provided on the home screen to find information that has already been compiled by different areas within PensionPro. For more information on using the Help Center, please review Utilizing The Help Menu And Help Center.

 

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