© Tally Solutions Pvt. Ltd. All Rights Reserved -2011 www.tallysolutions.com

Tally.ERP 9

Support Centre in Tally.ERP 9 Did you know that now you can interact directly with Tally Support Team or your preferred Tally Partners for all your Tally.ERP 9 related queries from within the product itself? This one stop solution lets you track your posted queries as reference as well.

What do you do to when you have doubts or queries related to Tally.ERP 9? You can look

into the reference manual, dial Tally Customer Care, contact E-mail support, chat with Tally Support Team and contact your local Tally partner for help. However, Tally.ERP 9 has provided a new Support Centre where users can directly interact with Tally Support Team or Tally Partners of their choice from within the system.

The Support Centre in Tally.ERP 9 is a place where users with activated license can post

any product related technical or functional queries. The Educational mode can also be used to view these queries. To address their queries or doubts, users have options to search for and choose preferred partners based on locations or names, or select Tally Support Team itself. Conveniently, Support Centre saves all the queries posted by users using E-mail, Chat, Telephone and Tally.ERP 9, plus the whole interaction chain for each query can be tracked as well. This makes sure that users have one place to get support, view the history of queries as reference in the future and the queries can be viewed by other employees in the same account as well.

Users can access Support Centre either from Tally.ERP 9 installed on local machine or from Tally.ERP 9 installed on any remote machine with internet connection.

To access Support Centre from local machine:

• Go to ‘Company Info’ menu or ‘Gateway of Tally’ > Press ‘Ctrl+H’ or click ‘H:Support Centre’

The screen will show a list of queries and the current date queries will be in blue color.

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Tally.ERP 9

Posting a New Issue or Query in Support Centre To post a new issue or query in Support Centre, press ‘Alt+N’ or click ‘N: New Issue’ to open ‘Post Your Support Query’ screen.

• Select a partner of your choice in ‘Send to’ to post the query

© Tally Solutions Pvt. Ltd. All Rights Reserved -2011 www.tallysolutions.com

Tally.ERP 9

Note: You can select ‘New Service Partner’ to search for a partner based on location or name. The ‘Service Partner’ is a partner from whom you have either purchased Tally.ERP 9 or have a service contract with.

• Enter the title of your query in ‘Subject’ • Enter the query details in ‘Description’ > Press ‘Enter’ to save.

Once you receive a response to your query, you can post a reply as follows: • Select the responded query

© Tally Solutions Pvt. Ltd. All Rights Reserved -2011 www.tallysolutions.com

Tally.ERP 9

• Press ‘Alt+R’ or click ‘R: Reply’ to open ‘Post Your Response’ screen • Enter your reply details in the ‘Description’ and press ‘Enter’ to send the reply. The reply

mail will get listed in the Support Centre query list instantly.

Support Centre Screen has different options to show the query list. By default, the screen shows the list of queries with their respective date of posting, subject, the selected partner, mode of posting ( E-mail, telephone, direct etc.), and status of the query. Each query has a unique ID called ‘Ticket number’ and the Ticket summary for the selected query is displayed on the right side of the screen.

You can choose different viewing options for the list of queries in Support Centre such as

Condensed/Detailed view, view by groups (date, status, and site), thread view, zoom-out/zoom-in, Site Filter, Status Filter and Page Size.

To access Support Centre from remote location: • On Tally.ERP 9 installed on a remote machine, go to ‘Company Info’ menu or ‘Gateway of

Tally’ > Press ‘Ctrl+H’ or click ‘H:Support Centre’ • Press ‘Alt+L’ or click ‘L: Login’

© Tally Solutions Pvt. Ltd. All Rights Reserved -2011 www.tallysolutions.com

Tally.ERP 9

• Enter ‘Tally.NET User ID’ and ‘password’

One Tally.NET user can be linked to multiple companies, so, if this is the case, you can select the right account to log-in into Support Centre as follows:

• Press ‘Alt+S’ or click ‘S: Select Account’ • From the list of accounts displayed on the ‘User Accounts’ screen, select the required

‘User Account’ > Press ‘Enter’ to show the Support Centre for the selected account.

So, if you have any queries about Tally.ERP 9 or if you need to look at solutions to your previous queries, just remember help is right around the corner. Get more ‘Tally Tips’ on Tally.ERP 9 at www.tallysolutions.com/website/html/contactus/tally-tips.php