Nightingale Help Centre — User Guide

Customer Guide

NIGHTINGALE HELP CENTRE

Finding answers, logging support tickets, and tracking your requests.

A guide for Nightingale customers.

Welcome

This guide walks you through everything you need to get the most out of the Nightingale Help Centre.

Whether you are searching for a quick answer, raising a new support request, or checking the status of an existing one, the steps below will get you there.

The Help Centre is available at:

Nightingale Help Centre

What you can do

Browse and search knowledge base articles for self-service answers to common questions.
Submit a support ticket when you need help from our team.
View and track tickets you have already submitted, including their current status.
Reply to and update tickets to provide more information or close out resolved issues.

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We recommend bookmarking the Help Centre in your browser for quick access whenever you need it.

1. Signing In to the Help Centre

To submit a ticket or view your existing requests, you will need to sign in.

Help Centre Account

Your user account should already be set up in the Nightingale Help Centre.

If your credentials are known to you, follow the steps below to sign in or follow the steps under the section Forgotten Password.

If your account has not been created, please request access by Contacting the Nightingale team through your usual contacts.

Signing in

Click Sign in at the top right of the Help Centre.
Enter the email address and password.
Click Sign in.

Forgotten password

On the sign-in panel, click Forgot my password.
Enter your email address and click Submit.
Check your inbox for a password reset email and follow the link to choose a new password.

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If the reset email does not arrive within a few minutes, check your spam or junk folder before requesting another one.

2. Finding Answers in the Knowledge Base

The knowledge base is a library of articles covering common questions, how-to guides, and troubleshooting steps.

Many issues can be resolved here in just a few minutes — without needing to log a ticket.

Searching for an article

Search is the fastest way to find what you need.

From any page in the Help Centre, locate the search bar at the top of the screen.
Type a few keywords describing what you are looking for (for example, “how to add a client?”).
Suggested articles appear as you type. Click any suggestion to open it, or press Enter to see the full list of results.

Search tips

Use short, specific phrases. Two or three keywords usually work better than a full sentence.
Try different wording if your first search does not return what you need (for example, “invoice” instead of “billing statement”).
Check spelling — search will still find close matches, but exact terms tend to rank highest.

Browsing by category

If you would prefer to explore by topic rather than search:

From the Help Centre home page, scroll down to view the list of categories and sections.
Click a category to see all of the sections it contains.
Click a section to see all of its articles, then click an article title to open it.

Inside an article

Each article opens with the title, a short description, and the full content below.

At the bottom of every article, you will find:

Follow button — enables you to receive notifications when the article/section has been updated
Related articles — quick links to similar topics you may find useful.

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If an article does not fully answer your question, you can submit a ticket directly from the Help Centre — see Section 3.

3. Submitting a Support Ticket

If the knowledge base does not answer your question, the next step is to log a support ticket so our team can help.

BEFORE YOU START
You must be signed in to submit a ticket. See Section 1 if you need help signing in.

Step-by-step

Sign in to the Help Centre.
Click Submit a request in the top-right corner of the page.
Complete the form with as much detail as possible (see the field guide below).
If you have screenshots, log files, or other supporting documents, click Add file or drag your files into the attachments area.
Click Submit.

You will see a confirmation message and receive an email with your ticket number.

Tips for a great ticket

Use a clear, specific subject line. “Cannot log in to portal — error 403” is more useful than “Login problem.”
Include exact error messages, the page or feature you were using, and the time the issue happened.
Attach screenshots wherever possible — a picture often saves several back-and-forth replies.
If the issue affects multiple people in your organisation, mention that so we can prioritise appropriately.
Clearly document the steps to reproduce

WHAT HAPPENS NEXT?
You will receive an automatic confirmation email with your ticket number.
A member of our support team will review your request and respond by email.
You can also follow progress in My activities — see Section 4.

4. Viewing and Tracking Your Tickets

Once you have submitted one or more tickets, you can see them all in one place from your account menu.

Opening My activities

Sign in to the Help Centre.
Click your name or profile icon in the top-right corner of the page.
Select Requests (sometimes called My activities) from the drop-down menu.

Understanding the request list

Your requests are shown in a list with the following columns:

Subject — the summary you entered when you submitted the ticket.
ID — the unique ticket number you can quote in any communication.
Created — when the ticket was logged.
Last activity — when the ticket was last updated by you or our team.
Status — where the ticket sits in our workflow (see below).

What each status means

Status	What it means
Open	Your ticket has been received and is waiting for a member of our team to take action.
Awaiting your reply	We need more information from you before we can move forward. Please reply on the ticket as soon as you can.
In progress	Our team is actively working on your request.
Under Development	You ticket is with our product development for remediation
Solved	We believe your issue has been resolved. The ticket will close automatically after a few days unless you reply to reopen it.
Closed	The ticket is fully closed and can no longer be reopened. If the issue returns, please submit a new ticket and reference the closed ticket number.

Filtering and searching

Status filter — use the drop-down to show only Open, Awaiting your reply, Solved, or all requests.
Search — use the search box on the requests page to find a specific ticket by keyword or ID.
Requests I’m CC’d on — switch to this tab to see tickets logged by colleagues that you have been copied into.
Organization requests — if your account is linked to an organization, you may also see a tab for all tickets logged by your team.

5. Updating and Replying to a Ticket

You can reply to a ticket either directly from the email notification we send you, or from inside the Help Centre.

Both options keep the conversation in the same ticket so nothing gets lost.

Replying by email

Each notification you receive from us comes from a Nightingale support address.

Simply hit Reply in your email client, type your response, and send.

Your reply will be added to the ticket automatically.

You can also attach files to your email and they will be added to the ticket.

IMPORTANT
Please reply on the original email thread rather than starting a new email.
New emails create new tickets and may take longer to route to the right person.

Replying from the Help Centre

Sign in and open Requests / My activities from your profile menu.
Click the subject of the ticket you want to update.
Scroll to the Add to conversation section at the bottom of the ticket.
Type your response, attach any files if needed, and click Submit.

Marking a ticket as solved

If your issue is resolved before our team marks the ticket as Solved, you can let us know by replying with a quick note such as “All sorted, thanks — happy to close.” This helps us focus on customers who still need help.

Reopening a Solved ticket

If your ticket is in Solved status but the issue returns, you can reopen it by adding a reply.

The status will change back to Open and our team will pick it up again.

Tickets in Closed status cannot be reopened — please submit a new request and reference the original ticket number.

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Tickets are automatically closed a few days after being marked Solved.
If you want extra time to test a fix, please reach out and let us know.

6. Need More Help?

If you run into trouble using the Help Centre itself — for example, you cannot sign in or are not seeing your tickets — please get in touch and we will sort it out.

Help Centre: Nightingale Help Centre
Submit a ticket: Use the Submit a request link at the top of the Help Centre.