Help & Documentation

Sign in with your work Microsoft account. You'll land on the Home page (/app), which shows a summary tailored to your role: your open tickets, anything waiting on your approval, your meal plan status, upcoming transport/recurring workflow reminders, and any active outages.

• The top navigation is always available: New voyage (start a request), My tickets, Workflows, a Services dropdown, and Settings.
• The bell icon in the top-right shows notifications — new replies, approvals waiting on you, and outage alerts. It refreshes automatically every 60 seconds.
• Your name, role, and (if you're an agent) tier level are shown in the top-right corner at all times.

For anything that isn't a known, structured process, click New voyage (/app/support) and describe your issue in plain language to Helmsman, the built-in AI assistant.

1. Type what's wrong or what you need, the same way you'd explain it to a colleague — no forms to fill in first.
2. Attach a file with the paperclip button next to the message box if it helps explain the issue (a screenshot of an error, a receipt, a document) — this works both in the first message and any later reply.
3. Helmsman asks one focused clarifying question at a time if it needs more detail before it can help or route your request.
4. For common IT/software problems, Helmsman will try troubleshooting steps directly in the chat before involving a human.
5. Once your issue needs a person, Helmsman routes it to the right team (IT, HR, Finance, Facilities, or Management) and explains what happens next.
6. You can keep replying in the same thread any time — to add details, answer a follow-up, or confirm the issue is resolved.

Workflows are pre-built, form-based processes for common requests — expense reimbursement, leave requests, software/equipment requests, and similar — each with its own approval chain already configured.

1. Open Workflows in the top navigation (/app/workflows/catalog) to browse the catalog, grouped by category, with each template's steps listed.
2. Click Start workflow on the template you need.
3. Fill in the first step's form and submit it — this is what actually creates your request. Just opening the form doesn't create anything yet, so it's safe to browse and back out.
4. You're taken to the workflow's tracking page, showing every step, who it's assigned to, and its current status.
5. Each subsequent step (manager approval, department approval, payment, etc.) runs in order. You'll be notified when the workflow moves forward, is rejected, or completes.

The My Workflowstab on the same catalog page lists everything you've started and its current status. Recurring workflows (things that repeat on a schedule, like a subscription renewal) show up as a series of individual cycles.

My tickets (/app/tickets) has two tabs:

• My Tickets — every support ticket you've raised via New voyage, with its status, department, and assigned agent (if any).
• My Requests — every workflow instance you've started, with its current step and status.

Click any ticket or request to open its full thread or step-by-step tracking page. Files attached to any message — yours or an agent's — show as a chip you can click to open or download, right in the thread.

If you're a line manager, department approver, or anyone else a workflow step or ticket approval has been assigned to, My approvals (/app/approvals) is where you act on it. It has three sections:

• Workflow actions — workflow steps currently waiting on you (e.g. a manager-approval step for one of your reports).
• Recurring cycles — steps due on a recurring workflow schedule you're responsible for.
• Ticket approvals — ticket-based approvals routed to you (e.g. line-manager or department sign-off before an AI-support ticket proceeds).

Click through to review the details and approve or reject — you can add an optional remark either way, not just when rejecting. Some steps ask for information rather than a yes/no decision (e.g. a department supplying a cost estimate first); those show "Submit information" / "Can't provide" instead, and require typing something first. You'll also get a notification whenever something new lands.

Profile (/app/profile) carries your designation, work format, timezone and location. When the organisation's HR system is connected, the My record tab adds your employment picture: tenure, leave balances for the year, and your work history.

Open Services → Rooms (/app/rooms) to reserve a meeting or board room.

1. Pick the office/location, then the room and day you need.
2. Check the week view to see what's already booked before you pick a slot.
3. Flag the booking if you need interactive AV (screen sharing, video conferencing) — rooms with that capability, and IT, are notified so someone can be on standby if needed.
4. Submit — your booking appears immediately in the room's week view for everyone else to see.

Open Services → Transport (/app/transport) to manage your daily commute enrollment.

1. Set your work location and preferred pickup stop in Settings first — this determines which routes you're offered.
2. Request enrollment on a route; this goes to your Operations department for approval before it becomes active.
3. Once enrolled, the page shows your upcoming 3-day schedule and enrollment status.
4. Need to skip a day? Add an exclusion for that date instead of opting out entirely.
5. Need a one-off change (different stop for a specific day)? Use the override option rather than switching routes permanently.
6. You can opt out of transport entirely at any time from the same page.

Open Services → Meal Plan (/app/meal-plan) to manage your meal subscription.

1. Request enrollment and choose your dietary preference (Vegetarian or Non-Vegetarian).
2. Your request goes to HR for approval — the page shows your enrollment status and, once approved, the approval date.
3. Changed your mind before HR has approved? You can withdraw the pending request yourself.
4. Traveling or skipping meals for a stretch? Add an exclusion — a date range with a reason — instead of withdrawing.
5. You can update your dietary preference at any time; it takes effect from the next day the kitchen locks in orders.

There is a cut-off, and it falls the night before.The kitchen orders a day ahead, so tomorrow's numbers are settled at the lock time today— with a 6pm lock, asking out of tomorrow's lunch at 7pm this evening is too late. The food has been bought.

• Ask before the lock and you simply come off the list.
• Ask after it and the app says so on the spot: you are still counted for that day, and your exclusion applies from the day after. If it genuinely matters for tomorrow, tell the kitchen directly.
• You are not quietly dropped either way — a late request still shows on the roster, marked as late, so nobody is left wondering.

Open Services → Emergency (/app/emergency) for two tabs of published reference material:

• Emergency Contacts — published contact documents (security desk, facilities, HR emergency line, etc.).
• Escalation Matrix — published escalation procedures for serious incidents.

These are maintained by Admins via the knowledge-base uploads, so they stay current without needing a code change.

Open Services → Outages (/app/outages) to check whether something organisation-wide or location-wide is already known to be down — internet, power, air conditioning, and similar — before raising an individual ticket for it.

1. Toggle 'Show resolved outages too' to see history, or leave it off to just see what's currently ongoing.
2. To report a new one, click '+ Report an outage', fill in a title, description, department, and (optionally) a specific location for a location-only outage.
3. If an outage matching the same department and location is already ongoing, your report links to that existing outage instead of creating a duplicate — you'll see a confirmation message either way.
4. Anyone can report an outage, regardless of department. Posting status updates and marking one resolved is limited to that department's agents.

The bell icon in the top navigation shows unread notifications — new ticket replies, approvals waiting on you, workflow status changes, and outage alerts. Click one to mark it read and jump straight to the relevant page, or use Mark all read.

Settings (/app/settings) covers two things:

• Appearance — light, dark, or auto theme for the app.
• Work settings — your work format (In Office, Work From Home, Hybrid, or Remote), office location, and timezone. Choosing Hybrid lets you also pick which weekdays (Mon–Fri) you're in the office. These drive which transport routes, room options, and location-specific outages are shown to you, plus whether you show up on transport/meal-plan rosters for a given day — so keep them current if you relocate or your in-office days change.

Open Services → My Assets (/app/my-assets) to see the IT equipment and software licenses on record for you — model, serial number, location, and warranty status for each item.

1. When IT assigns you equipment, it appears under Pending acknowledgement — confirm you received it with Accept, or Raise a concern if something's wrong (wrong item, damaged on arrival, never received).
2. Something broken, lost, or due for replacement later? Use the shortcut buttons on each asset — Report damage, Request replacement, Report lost / stolen, Return — which open the matching workflow with the asset tag already filled in.
3. You can also just describe the problem to the Helmsman in a New Voyage — it knows which assets are assigned to you and will point you at the right workflow.