The ITS Help site (help.unc.edu) is your source for IT Support at the University of North Carolina at Chapel Hill. The site offers a variety of ways to find solutions and information for your technical support issues. This document will guide you through the Help site interface and provide a general overview of the available tools.
The Help Site Header
The blue “Help & Support” banner at the top of the page is the site header, and is present on all help.unc.edu pages. The logo on the left side (a blue circle with an “i”) is a direct link to the front page of the site. Immediately to the right of the logo is the ITS Response Center phone number (962-HELP) and a link to the Online Help Request form. Use this number and link when you can not find your answer using the Help site.
The Search Tool
In the center of the home page is a search box with a Find the Answer button. Use this feature to search for support documents using relevant terms. You can express your need as a phrase or as a single word. You may also use the search box in the upper right corner.
Alerts and Notifications
The front page of the Help site includes a section for alerts and notification, just below the header. Most of the time there are no alerts listed, but on occasion important notifications will be displayed here. These notifications might include virus warnings, computer security issues and server system outages. This field may cover any topic of special urgency that ITS personnel wish to communicate. This feature is tied in very closely with server monitoring provided by the ITS Operations Center.
Browse by Topic
On the left side of the interface, just below the site icon, is a list of the top subjects covered by the Help site. There are twelve top level categories, including Email, Security, and Software, among others. Below each of these listings are a few terms that hint at the sub-categories that fall under that subject. For example, under the heading you should see and .
Clicking on these top level categories will expand the list to show links to each of the sub-categories. Selecting any of these second-level links will open a document result set on the right side of the interface, listing each document that falls under that category. For subjects that include documents, there might be several pages of results.
When you search or browse for documents, a list of relevant documents will be returned in a result set in the main portion of the interface. Essentially, these results are a list of document information, including the title, ID number, and a brief description of the content, if one is available. Each document listing will be preceded by an icon. Clicking on the document title will open the document for viewing.
Be aware that there might be several pages of results, depending on the category you browse or the terms you use in your search. To see another page of results, click on the numbers at the bottom of the page. The current page will be highlighted.
Reading a Document
Once you have selected a document for viewing, the title, table of contents (if any) and the content will be displayed in the main section of the interface. A document might have a single section or many, and might include elements such as lists, tables and images.
Tags are labels that document authors create to help group related documents together. Clicking on the tag links will produce a search results page including other documents with that tag.
Subjects are categorizations of documents according to their content, similar to tags. Subjects are used to determine where a document is displayed in the Topic list in the sidebar. Like tags, these subject links can be used to produce search results based other documents with that subject.
The audience label is used to indicate the intended readers of the document. Most documents will have a “General” audience, meaning that it’s intended for everyone. More specific audiences, such as “Beginner” or “Faculty”, suggest that while the document can be read by anyone, it’s aimed specifically at that group of readers.
If you have additional questions or would like to know more about the Help site, see the document About help.unc.edu. If you have general suggestions for the site (not related to specific documents) feel free to use the Let us know! link located in the footer of every Help site page.