Open Support Tools
Click your profile menu in the top-right corner of the screen.
Select Support.
The Support Tools page will open.
Search the knowledge base
Use Search the knowledge base to find help articles.
To search:
Click the search field.
Type what you need help with, such as rostering, billing, or integrations.
Press Enter or click Search.
The documentation site will open in a new tab with relevant help articles.
Use live chat support
Use Live chat support when you need immediate assistance from the support team.
To start a chat:
Go to the Get Help section.
Find Live chat support.
Click Open chat.
Live chat is available during the listed support hours.
Browse the knowledge base
Use Knowledge base if you want to browse articles, walkthroughs, and answers manually.
To open the knowledge base:
Go to the Get Help section.
Find Knowledge base.
Click Browse docs.
The knowledge base will open so you can search or browse available documentation.
Visit the support portal
Use the Support portal to submit bug reports or track support tickets.
To open the support portal:
Go to the Get Help section.
Find Support portal.
Click Visit portal.
Use this option when you need to report an issue or follow up on an existing request.
Run system diagnostics
Use System diagnostics to check your network, browser, and API connectivity.
To run diagnostics:
Go to the Diagnostics & Account section.
Find System diagnostics.
Click Run diagnostics.
Wait for the check to complete.
If support asks for diagnostic results, run this check and share the results with them.
Check server status
Use Server status to check the current status of Diversity Sync’d infrastructure.
To check the server status:
Go to the Diagnostics & Account section.
Find Server status.
Click the status option or open https://status.diversitysync.com.
Review the current platform status.
The status area may show whether the service is available or unavailable.
If the status is unavailable, refresh the page or check again later. If the issue continues, contact support.
Seed demo data
Use Seed demo data to populate the organisation with demo roster data for the current week.
To seed demo data:
Go to the Developer Tools section.
Find Seed demo data.
Click Seed now.
A Seeding demo data window will open.
Wait while the system prepares the environment, clears the previous week’s demo data, and creates the demo roster shifts.
When the process is complete, close the window or return to the Support Tools page.
Only use this option when setting up or testing demo data.
Important: Seeding demo data may replace or clear previous demo data for the week. Do not use this option in a live organisation unless you are authorised to do so.
Important Notes
Live chat support is best for urgent help during support hours.
Knowledge base is best for general how-to guides and walkthroughs.
Support portal is best for bug reports, support tickets, and follow-ups.
System diagnostics can help identify browser, network, or connection issues.
Server status helps confirm whether the issue is related to the platform service.
Seed demo data may only be available to authorised users or demo environments.
Some support options may open in a new browser tab.
Troubleshooting
If the knowledge base search does not work:
Check your internet connection.
Try a shorter search term.
Click Browse docs and search from the knowledge base.
Refresh the page and try again.
If live chat does not open:
Check that you are within the listed support hours.
Refresh the page.
Check whether your browser is blocking pop-ups.
Use the Support portal instead.
If system diagnostics fail:
Check your internet connection.
Try another browser.
Disable browser extensions temporarily.
Run diagnostics again.
Share the results with support if requested.
If server status is unavailable:
Refresh the page.
Try again after a few minutes.
Contact support if the issue continues.
If you cannot see Seed demo data:
Confirm your role has permission to access developer tools.
Check whether you are in a demo or testing environment.
Ask an administrator if this option should be available.