Support

Help & Support is the centralized assistance hub in GEMS CRM — accessible from the User Profile Menu, it’s where users find documentation, report issues, and track their own support requests, all without leaving the CRM.

Getting There

User Profile Menu → Help & Support opens the Support Dashboard, available to every authenticated user.

Support Dashboard

Help Search Banner

At the top of the page, a global search bar under the heading “How can we help?” lets you search across documentation articles, setup guides, troubleshooting content, and integration docs — searches like “Import Leads,” “SSO Setup,” “Role Permissions,” or “Pipeline Configuration” all query the Knowledge Base directly.

Knowledge Base

Covers setup instructions, CRM configuration guides, feature explanations, integration documentation, and troubleshooting resources. Clicking Explore Docs opens the full Knowledge Library.

Report an Issue

For reporting technical problems — login errors, performance issues, data import failures, integration problems, or UI errors. Clicking Open Ticket opens the Issue Submission Form, where you provide:

• Issue Category
• Priority Level
• Issue Description
• Screenshot / File Attachment

Support History

Shows every support request you’ve submitted, with Ticket ID, Issue Title, Date Submitted, and current Status (Open, In Progress, Resolved, or Closed) — so you can track resolution progress at any time.

Knowledge Base Articles

Opening an article gives you the full documentation, with breadcrumb navigation (e.g., Help & Support → Knowledge Base → Getting Started → Article) so you can always find your way back to the category list.

What an Article Includes

• Header – Article Title, Documentation Category, Author/Documentation Team, and Estimated Reading Time
• Content Body – feature explanations, step-by-step configuration instructions, screenshots or diagrams, and troubleshooting tips, typically organized into sections like Overview, Configuration Steps, Data Requirements, and Troubleshooting
• Embedded Learning Content – tutorial videos, screenshots, best practice tips, and warning alerts where relevant

Access Levels

Articles fall into two tiers:

• Free Content – accessible to everyone, covering things like workspace setup, inviting team members, or importing leads
• Pro/Enterprise Content – shown with a lock icon, covering advanced topics like Enterprise SSO configuration, AI forecasting setup, or advanced role permissions

Good to Know

• Clicking a locked article shows a Feature Lock Screen explaining it’s an Enterprise-Grade Feature, with options to Upgrade to Pro or Browse Free Guides instead
• Choosing to upgrade opens the Workspace Upgrade Window, showing the plan and pricing (e.g., Pro Plan — $149/month), processed through Stripe
• Once payment goes through, your workspace plan upgrades immediately and previously locked articles become accessible right away

Submitting and Tracking a Support Ticket

1. From Report an Issue, click Open Ticket
2. Fill in the Issue Category, Priority, Description, and optionally attach a screenshot or file
3. On submission, the system generates a unique Ticket ID automatically
4. The support team investigates and updates the ticket’s status as work progresses
5. You can track its progress at any time from Support History

Good to Know

• You can only see your own support history — not tickets submitted by other users
• Ticket status updates automatically as the support team takes action on it