Getting help from Piccolo
Ask Piccolo how things work, check what changed, and open or follow a support case.
Piccolo can help anyone with Viremail itself, on the web and in the desktop app. Open it from its face in the top bar, press Ctrl+J (⌘J on a Mac), or choose Ask Piccolo in this help centre.
What it can do
- Answer how-to questions from the help centre, with a link to the article it used.
- Tell you what changed in Viremail lately.
- Check whether something is down, or whether it is just you.
- Open a support case for a bug, a complaint, feedback or an idea, with a short summary of your chat.
- Tell you where your own cases are up to, and add something to one.
For how-to answers, Piccolo only uses the help centre. If it is not sure, it says so and offers to pass your question to the team.
Support cases
Before anything goes to the team, Piccolo shows you what it will send and waits for your yes. Every case gets a reference, like VM-20261003-7K3Q, and starts as Received. As the team works on it, it moves to Looking into it, Waiting on you, Fixed or Closed.
When the team posts an update, you hear about it in the bell and by email. Your cases are also listed under Your cases in this help centre, with every update.
Only you can see your cases. Piccolo can only read your own, and it never sees the team's internal notes.