New Tradebox Helpdesk

1. Welcome to the New Tradebox Helpdesk and Online User Account.

2. The new Tradebox Helpdesk is powered by Tally, a bespoke AI created uniquely for Tradebox. Tally’s guidance is based on every support ticket answered by Tradebox over the last 5 years and every article created by Tradebox over the last 20 years.

3. The helpdesk can be accessed by clicking on ‘Support‘ or ‘Contact‘ on the Tradebox website (https://tradebox.co.uk)

4. Or by clicking on ‘Contact Tradebox‘ in the desktop application.

5. Tally is available to answer all your questions, 24 hours a day, 7 days a week.

6. The public facing section of the helpdesk provides an expandable menu, containing all Tradebox articles.

7. and easy access tiles with detailed responses to the most common questions and issues.

8. To communicate with Tally, you need to log into your account or create a new account. Start by clicking on “access customer support“.

9. If you are an existing Tradebox user, enter the email address that you use to log into the Tradebox desktop application with.

10. If you are new to Tradebox, enter the email address you want us to communicate with you on.

11. Then choose ‘Continue‘.

12. a 8-digit code will be sent to the email address provided. Enter into the box and click on ‘Verify code‘.

13. On the ‘Welcome Screen’ you can enter or update your contact details

14. and create or update your Tradebox selling and accounting profile.

15. When you have completed your profile, click on ‘Get Started‘.

16. Once logged in, you will see your account options menu. This includes ‘Helpdesk‘ section, where you can find answers to your questions and support issues.

17. The ‘Chats‘ section, which keeps a history of all chats you have had with Tally. This provides useful reminders of resolved issues that you may encounter in the future.

18. The ‘Support Tickets‘ section, which maintains a list of all current and historic tickets you have raised.

19. The ‘Account‘ section, which holds your contact and profile information.

20. To ask Tally a question, simply type into the dialog box and click on Search

21. Try and be concise and provide background information that will help Tally provide the best advice or answer your question. Where you have a problem, try including any relevant entries from the Issues Log.

Tip: Poor Example:

“Tradebox isn’t working“

This gives Tally nothing to go on and will generate more questions to find out what the issue is.

Tip: Good Example:

“Tradebox isn’t uploading my Shopify stock levels. The Issues Log has the following entry; No quantities could be uploaded as none of your Shopify Product Mappings have a Channel ID.”

This tells Tally what the problem is, which channel it is occurring on and an error message that can be searched against.

22. You can access the ISSUES LOG in Tradebox by clicking on Logs and choosing the ISSUES tab. Scroll through the Synchronisation Issues section in the lower half of the screen. The ‘Find‘ button will help you search the log.

23. Tally will provide a curated answer and may ask more questions to gain clarification to help answer your question.

24. You can respond by typing in the dialog box and clicking ‘Send‘.

25. After providing at least 1 response, you will have access to ‘Raise a Support Ticket‘

26. All tickets are automatically save in the ‘Support Tickets‘ section. All tickets are responded to from within this online screen.

27. When you raise a ticket, you will automatically be sent an acknowledgement email to to the email address you provided on your account. Click on the ‘View Ticket‘ link in the email to view the ticket. The email is from a “No-reply” address that cannot accept email responses.

28. When a support agent responds to your ticket, you will receive a notification. To view the update and respond you must log into your online account. You can do this by clicking on the ‘View Ticket‘ link in the email. The email is from a “No-reply” address that cannot accept email responses.