In the Help Centre, you can put your questions to Lex, an AI chatbot built with Zendesk. You are then talking to a computer program, not to an ISPnext employee. Lex looks up the answer in the published Help Centre articles and summarises it for you.
This article explains what you can use Lex for, which information you should not share and how to reach Support.
What can you use Lex for?
Lex helps you with:
- questions about using the ISPnext platform;
- common questions, such as about login problems, notification messages or errors from your financial system (ERP);
- finding the right manual or article;
- explanations of steps, settings and terms.
Lex cannot resolve an outage or make a change itself, and has no access to the data in your own ISPnext environment. Would you like to report an outage, request a change or ask about your own environment? Ask for an agent in the chat, or create a ticket with Support yourself.
For questions about prices, licences or a demo, Lex refers you to your account manager. Lex does not help with programming, such as writing code, scripts or queries.
Lex cannot read images, such as screenshots or photos. Please type out your question, and copy any error message into the chat word for word. Would you like to show Support a screenshot? Add it as an attachment when you create a ticket.
Choose your product first
Lex always asks you first which product your question is about. At the moment, Lex cannot yet work this out from your question. Lex then only searches the articles about the product you choose. This gives you a more targeted answer to your question. If you choose Other, Lex searches all articles in the Help Centre.
Answers may contain errors
The answers from Lex are generated automatically. They may be incomplete or incorrect, even when the Help Centre article itself is correct.
Which information should you not share?
Only enter what is needed to ask your question.
Sometimes Lex asks for a reference, such as an invoice number, order number, contract number, supplier name or the exact error message. This helps Lex find the right article, or prepare a ticket so that Support can pick up your question straight away. If your question is about a bank account number, for example an IBAN that is recognised incorrectly on an invoice, Lex may ask for the full IBAN. This is needed to adjust the recognition.
- passwords, tokens, API keys or other login details;
- payment details, such as credit card details, and bank account numbers that are not needed for your question;
- sensitive personal data, such as a national identification number or health information;
- complete documents, such as invoices, orders or contracts, or confidential content from them, such as price agreements.
Contacting Support
If Lex cannot help you, ask for an agent in the chat. A ticket is then created for you automatically, and ISPnext Support follows up on your question through that ticket. You can also always create a ticket with ISPnext Support yourself.
Reporting an incorrect answer
If Lex gives an incorrect, incomplete or inappropriate answer, report it through a ticket with ISPnext Support. Please include:
- the question you asked;
- the answer from Lex, or a screenshot of it;
- the date and time of the conversation.
ISPnext reviews every report and adjusts the Help Centre article or Lex where needed.
What happens to your conversation?
Conversations with Lex are recorded in Zendesk, the support system of ISPnext. ISPnext uses these conversations to answer your question, to put you through to Support and to improve Lex and the Help Centre. ISPnext Support staff can view conversations for this purpose.
You can read more about how ISPnext handles personal data in the ISPnext privacy statement.