Help Center User Guide

Create an account to take full advantage of all the the powerful new features.

Note that you do not need to create an account to submit a support request or view the support manual; however, creating an account allows you to view and keep track of your support request history and is strongly recommended.

To create your account, go to  https://halcyondcms.zendesk.com and click Sign In, then click Signup.

Enter your name and email address. Unless you're a robot, check the “not a robot” box, then click “Sign up”. You will receive a message to check your email.

Use the emailed link to verify your account and set your password.

 

You can now access all the help articles, the user community, and can submit and keep track of your support requests!

When you’re using Halcyon Platinum, you can always view help articles and submit questions by clicking on the new support button in the lower left hand corner of the screen.

Checking the Status of Your Requests

To check the status of your submitted help requests and community posts, click on “My activities” on the drop down next to your name (upper right hand corner).

All your activities are in one searchable spot.

Getting Help While in Halcyon

You’ll get a list of the top suggested articles based on your current screen. For example, this is what you see when you click on the support button from the “Cases” screen. Clicking on a title will take you directly to the article.

           

You can refine your search with typing in keywords or terms. This is what will appear when you type in “Service type”.

     

If you still have questions, click on the “Contact us” button on the bottom right hand side of the help window. From here you can type in your question and submit it directly to the help center staff. You’ll receive an immediate email confirming that your request was received and will be notified any time your request is updated by the support team.



 

Using The Community 

The Halcyon User Community is the place to share ideas and tips, suggest new features, and more.

Our philosophy is that Halcyon should work for you, not the other way around. Whether you’ve been using the software for 15 years or just getting started, we want to hear from you.

The input and feedback we receive from you-- the industry professionals-- provides the information we use to guide our continuous improvement efforts .

The development team can use the community to plan improvements and prioritize new features.  There is even a way you can “vote” on feature requests so the team can be sure we are spending time on what you want and need.

The support team will use the activity in the community to improve our help articles and create FAQs.

We are starting with two main sections: general discussion and new features.  We’ll expand and refine the categories as our community defines itself. Users can sort and follow posts to stay informed with the latest updates. 

Community Guidelines

Please review these guidelines before posting or commenting; all users are expected to be familiar with them and will be held accountable for following them.

To maintain an open, friendly environment, we ask you to be respectful of one another, act with good intentions, use good judgment, and assume that others are doing the same. You are responsible for your own actions while participating in this community.

Here are some things to remember in the community:

• Be respectful, friendly, and sincere
• Use appropriate tone and language
• Encourage others, especially new users
• Share what you know
• Ask for help and help others
• Provide constructive, helpful answers and feedback
• Give enough detail, including screenshots and links if needed
• Read through the “how to post” directions and follow them
• Relax and have fun!