Using the Avionté Support Center and Knowledge Base

Overview

Updated 05/12/2022

The Knowledge Base is a useful tool in learning Avionté features and troubleshooting issues before you create a support ticket and contact us for further assistance. It has a wealth of information across a wide variety of topics. It is also useful after a ticket is created; support resources will refer you to it when you have questions about topics it covers.

Note: Some categories/sections may not be available due to permissions.

Chapters

Availability
Home Page
The Top Row
Submit An Idea
Submit A Ticket
My Tickets
The User Menu
Support Center
AviontéBOLD
AviontéCLASSIC
AviontéAERO
Avionté 24/7

Click on the links for more information

Availability

The knowledge base remains available nearly 24/7, even when other products need periodic downtime. Even during this time of uncertainty due to COVID-19, we remain dedicated to keeping the knowledge base active and current. (As an example, our new COVID-19 Resources are now available; you can find them in the General Support category.)

To start, you will select the product you have a question for: BOLD, CLASSIC, or AERO, and then browse or search to find the articles you need. There are also more specialized categories underneath the main three (further explained below).

Home Page

Click here to view our Support Center Knowledge Base

As you will immediately notice on loading the home page, the user experience is more graphically engaging than before. Despite this, the functionality of the previous support center has been retained. We hope this is the best of both worlds.

There are multiple help centers now – one for each product, plus a “default” help center. BOLD, CLASSIC, and AERO each have their own help center and can be accessed by clicking on their respective icons. Additional support options are shown underneath – these include General Support, AviontéCORP Support, Release Notes, Year End/ACA, and CONNECT. This design allows you to quickly browse to your topics of interest.

At the top of the screen, you will see the same basic options as were in the previous design: Submit An Idea, Submit A Ticket, My Tickets, and your user information.

Our new support center can also display alerts on the main screen to keep you aware of scheduled system and/or product maintenance, outages, or other useful information. To clear an alert from the display you can click on the “X” on the right-hand side.

Clicking on the Avionté logo in the upper left will take you to the home page from any screen you are on for the support center you are currently accessing.

The Top Row

Submit An Idea

This option will open up a support center ticket where you can submit a feature enhancement request. You will also be able to see updates to your request.

Click here for information on submitting an idea

Submit A Ticket

Depending on your level of access (and whether you are signed in) - this option will open your ticket system dashboard. Here you will be able to see tickets you currently have open, as well as their status and who they are assigned to. The ticket system should function in the same way as before. You should be able to create a new ticket in much the same way.

My Tickets

Depending on your level of access – this option will show your current tickets. There is a search function on this page. The page options are divided into Requests, Contributions, and Following. Requests will allow you to follow your tickets; Contributions will allow you to follow the comments you have made to articles; and Following will show updates to any articles/sections you have decided to follow.

The User Menu

Clicking on this will reveal three options – My Activities, My Profile, and Sign In/Out. Clicking My Activities will take you to the same screen as the My Tickets option and clicking My Profile will open your profile page. The profile page lists your user activity, articles you’ve viewed, comments you’ve made, users you’re following, users you’re followed by, votes you’ve made, and subscriptions you’ve made.