Where to Get Help

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The PensionPro Help Center can be accessed by entering the following URL in the browser search bar: https://support.pensionpro.com/. The user will be brought to the home page of the Help Center. Users can enter a string of text in Search the Help Center to search for articles related to specific topics. 

 

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Users that are on the Team and Business tiers of PensionPro can click the Submit a request button and sign in to submit a ticket. These users can also click the Sign In button to view the My Activities, My Profile, and Change Password dropdown which is found by selecting the button with the Users' Name in the right-hand corner.

 

Table of Contents

 

 

Using the Help features in PensionPro 2.0

 

  • Give Feedback
    • Clicking the Give Feedback icon in the upper right corner of the screen will open a window where the user can fill out a feedback form to share thoughts about the web application.
  • User Profile
    • Clicking the User Profile icon in the upper right corner of the screen will reveal a dropdown where users can navigate to view their account information, change their password, or logout of the system.

 

 

Help Center Overview

 

The Help Center provides users with important updates, articles on using the PensionPro system, and access to the Community where PensionPro users can share ideas with each other. It also allows the user to Submit a Request if a solution cannot be found.

 

Logging into the Help Center will take the user to the Help Center dashboard. This dashboard allows the user to access:

 

  • Search
  • Getting Started
  • Products
  • Community
  • News and Important Articles
  • Submit a Request (Submit a Ticket)

 

 

Search

 

Tier Availability: Track, Team, Business

 

The Search feature allows the user to query a subject. Once the query is entered and the Search button is pressed, the user will be directed to a results page that shows all articles related to that topic, as well as any related Community postings.

 

 

Getting Started

 

Tier Availability: Track, Team, Business

 

The Getting Started section is an overview of using PensionPro products. Clicking this section allows the user to view links to articles that provide information on software installers, setup guides, and reference material on how to use PensionPro products.

 

 

Products

 

Tier Availability: Track, Team, Business

 

The article links in the Products section help the PensionPro user work more effectively within the system. This section is organized by PensionPro product and/or feature to make it easier to find an article.

 

 

Community

 

Tier Availability: Team, Business

 

The Community section will allow the user to connect and share ideas with other users. By clicking on the Community section, the user will be taken to the Community page which is organized by Topic and Post. The user must be signed into the Help Center to view Community posts.

 

Topics

Clicking on the Topics section allows the user to view a list of all topics within the community. Clicking on a topic will direct the user to posts related to that topic.

 

Posts

Clicking on the Posts section allows the user to view a list of all the posts within the Community. Posts are organized by Newest Post, Recent Activity, Votes, and Comments. Users can also create new posts by clicking the New Post button.

 

 

News and Important Articles

 

Tier Availability: Track, Team, Business

 

Located near the bottom of the Help Center home dashboard are the News and Important Articles section. Users can find the current release notes, current news, and other helpful and promoted articles.

 

 

Submitting a Request

 

Tier Availability: Team, Business

 

If the user cannot find a solution after reviewing the Help Center's articles, then a ticket can be submitted by clicking the Submit a Request button. When filling out a ticket, please be sure to provide as much information to our team as possible. Our Support staff monitors ticket requests Monday through Friday from 8:30am to 5:00pm EST and will respond to a request within 24 hours. Users must be signed in to the Help Center to submit a request. For help gaining access to the Help Center or resetting a forgotten password please refer to Gaining Access to PensionPro’s Help Center.

 

To submit a request:

  1. Sign into the associated Help Center Account. Keep in mind that a Help Center account is set-up separately from a PensionPro account. While it is possible to use the same credentials when creating the account, these two accounts are not linked.
  2. Click the Submit a Request link on the upper right-hand menu of the support.pensionpro.com site, a Submit a Request page will open up.
  3. Fill in the text fields. When providing a description, remember to be as detailed as possible.
  4. Click the Submit button. Afterward, the page will open to a “Request #XXXXX” with the ticket information provided. Users will also receive an email confirmation to the email connected to the Help Center.

 

Helpful information to notate on the ticket include:

  • A description of the issue
  • The version of the software currently being used
  • Any browsers and their respective versions being used
  • Names of employees or contacts experiencing an issue
  • Screenshots
  • Any specific details that can assist in troubleshooting

 

Having trouble logging into the Help Center? Refer to the article Gaining Access to PensionPro’s Help Center.