Help & Support

Updated: November 22, 2024

Ryalto's FAQs are extendable by organisation admins and Ryalto supports external service desk integrations to allow users to find help when they need it.

FAQs

Global and Organisation Admins can create FAQs. Global FAQs are visible to all users, Organisation FAQs are scoped to the user’s current organisation. Global FAQs are visible to users that have not logged in.

Global Admins are able to create new FAQs on an organisation or Ryalto-wide level, and organisation admins are able to add FAQs on an organisation level.

FAQ answers can have rich tech including embedded links.

FAQs can be associated with one or many topics, the user sees FAQs grouped by topic and can filter by topic. FAQs are also searchable by the question and the content of the answer.

If the user cannot find the answer they’re looking for in our FAQs they can contact support.

Support Desk Integrations

By default, all support queries are sent to our Zendesk via an API connection.

The help and support form will prefill the user’s name and email address if they’re logged in. When logged in we also send additional information about the user who has submitted the form, such as their user ID and a link to their profile.

The form allows users to give their support query a subject and more detail in a message.

The form also allows users to select a category for their query. The available categories are configurable by global and organisation admins.

Organisation specific categories can be used to route the support query to an organisation’s own service desk. This requires additional configuration and currently only Freshdesk is supported as an external helpdesk.

Once the support ticket has been submitted, the rest of the support conversation will take place by email, we do not log support tickets in the app or display responses from support staff in the app.