> For the complete documentation index, see [llms.txt](https://synap.ac/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://synap.ac/docs/platform/getting-help.md).

# Getting help

This Product Reference is one of several ways to get help with Synap. The best option depends on whether you are learning about a feature, designing a workflow, building an integration or dealing with an urgent problem.

### Choose the right resource

| Resource               | Best used for                                                                                                                                                  |
| ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Product Reference      | Understanding the page, setting or feature currently in front of you. It follows the administration interface and explains how configuration affects students. |
| Synap Academy          | Best practices, detailed guides and more complete learning journeys—for example, planning an assessment or choosing an approach for a particular setting.      |
| API Reference          | Building or maintaining a technical integration with the Synap Application Programming Interface (API).                                                        |
| Help and Learn buttons | Opening the most relevant Product Reference page from within Synap. These links are useful when the documentation is embedded beside the platform.             |
| Documentation AI       | Asking general questions about using Synap. The assistant uses this documentation and supporting material from the Synap website.                              |

{% hint style="info" %}
The documentation AI is useful for explaining features and helping you find the right page. For an account-specific problem, an urgent issue or something that needs a person to investigate, use support chat.
{% endhint %}

### Support chat for administrators

Administrator accounts can open Synap's chat support. The chat uses Artificial Intelligence (AI) to respond quickly and is monitored by the Customer Success team. A team member can step in when the automated response cannot resolve the problem or when the query needs judgement and a human touch.

Support chat is the best route for urgent or time-sensitive help because it includes workflows that identify urgent requests and route them to the team.

Our office is normally open **9:00 am–5:00 pm, Monday to Friday (GMT)**. The team works flexibly outside these hours, but an immediate human response cannot always be guaranteed. Include the affected portal, the time of the issue, what you expected to happen and any relevant Exam, User or Attempt identifiers. Do not include passwords, one-time authentication codes or unnecessary personal data.

### Account managers

Pro and Business customers also have an Account Manager. You can email them for advice, planning and to arrange meetings. They are a good contact for questions that benefit from wider context, such as preparing a new programme or reviewing how your organisation uses Synap.

For an urgent or time-sensitive issue, use support chat rather than waiting for an email response from your Account Manager.

### Before contacting support

If it is safe to do so, note the exact page and time, copy any visible error message and check whether the issue affects one account or several. For candidate-facing issues during a live exam, preserve the Attempt and candidate details and contact support promptly rather than repeatedly changing settings.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://synap.ac/docs/platform/getting-help.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.