Getting help

Help sits at the bottom of the sidebar, in the section “Help”. For a problem or an idea, use “Give feedback”. It is the one place in the app for feedback and bug reports.

When the sidebar is collapsed, the Help entries sit behind a question mark.

Give feedback#

1. Open the page where the problem shows. The page you are on is sent with your report.
2. Press “Give feedback” in the sidebar.
3. Describe what happened and what you expected. You can paste a screenshot into the text box, add up to 4 images with “Add images” (10 MB each), or use “Record a voice message”. A voice message is turned into text that you can check before sending.
4. Press “Send feedback”.

Your name and email go along with the report, so the team can follow up.

Two smaller ways to tell the team something:

• Rate a chat answer with “Good response” or “Poor response”, and a finding in a presentation with “Good finding” or “Not a good finding”.
• In a chat with the assistant (Beta), ask it to pass a problem on. You see the step “Logging this with the dembrane team”. This logs your request. It does not promise a reply, so write an email when you need an answer.

What’s new and Documentation#

“What’s new” opens the newest release note: what changed, sometimes with a video. It also opens by itself once for each new release. “Go to previous release notes” lists the earlier ones.

“Documentation” opens this site, docs.dembrane.com. With the interface in Dutch it opens the Dutch start page.

Email#

Write to [email protected] when you need a person to answer. It is also the address for things that have no button in the dashboard:

• deleting an organisation
• moving the ownership of a workspace to someone else
• deleting your account, or getting a copy of your data
• talking about a paid plan (or use “Tell us what you need”, see tiers, billing and usage)

Say which workspace and project it is about, what you did and what you expected.

Let dembrane staff into your workspace#

dembrane staff cannot read your projects by default. They reach a workspace only through a support session that a workspace admin allows. You find the controls in the workspace’s “Settings”, “General”, below “Access”.

There are two ways to allow it:

A session you approved cannot invite people, manage members, change workspace settings, or delete projects, reports or conversations. No support session can turn support access on, approve a request, change who is in the workspace, share a project or delete the workspace.

How it ends:

• Every session ends by itself after 24 hours. Staff can join again, which starts a new 24 hours and notifies you.
• When the last session ends, the switch turns itself off. You get a notification and an email.
• Turn the switch off yourself and every running session ends at once.
• If the switch stays on for 7 days and nobody from dembrane joined, you get a reminder.
• A request that nobody answers expires after 7 days.

Everything is listed under “Access history” in the same place, newest first, with the staff member’s name and the time. Staff in a support session do not appear under “Members” and take no seat.

Related#

• Staff support access: the full reference.
• Troubleshooting transcripts and summaries: fix the most common problems yourself.
• Chat & Ask: what the assistant can do.
• Account and settings: your own account.
• Tiers, billing and usage: plans and how to get one.
• Notifications: what dembrane tells you, and where.