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Mel Offline
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Name: Mel
Age: 29

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Join Date: January 5th 2009

How to obtain advice or support. - January 9th 2009, 08:36 PM

How to obtain advice or support

TeenHelp is one of the best ways to obtain advice or support on the Internet. With the site fairly active, you're sure to have any questions you may have answered. If you're new to TeenHelp you might be wondering, though, 'How do I get the help I need?' There are in fact a number of different ways to get advice on TeenHelp and this guide aims to show you the basics of using each one. If you haven't done so already we recommend you check out our Get Advice page to see the main methods of support we offer and how these compare to one another.

Support Forums

Our Support Forums are the most popular area of our website, and so you're guaranteed to find somebody to give you advice there.

1. Locate the "Support Forums" button on the main menu. There are different forums for many topics, including relationships, health and lifestyle, so scroll down until you find a suitable one for your question. Click on the forum title to enter the forum.


2. Once in the right forum you will see a listing with all of the existing threads in the forum made by other users, and potentially several 'stickied' threads containing useful information. You might wish to read other people's threads to see if they contain ideas that will help you and even leave your own advice if you have any. The stickied threads might also give you some help too. To make your own thread click on the "New Thread" button at the top.


3. Complete all of the information requested and when you're happy click the "Submit New Thread" button at the bottom.



Chat Room

Our Chat Room isn't staffed by our volunteers so there's no guarantee you will find somebody to speak to there, but there will usually be somebody around to help.

1. Locate the "Chat Room" button on the main menu. You can choose to either run the Chat Room in your current browser window by clicking on "Enter Chat Room" or let it pop up in a new window by clicking on "Float Chat Room".


Note: You will need to have Java Runtime Environment installed in order to use the Chat Room. Click here for assistance if you're struggling to set Java up.

2. When you enter Chat you will notice that there are a lot of buttons. On the right hand side, though, there is a list of people in Chat and the different rooms available. The "Chat Lobby" rooms are for all general discussions and random chit-chat. The "Support and Advice" rooms are specifically for asking for help.


3. For support or advice, double click on the room title. When you enter the room you will receive a notice indicating you have left the "Chat Lobby". You will then receive another notice indicating that you have entered the "Support and Advice" room.

When you enter the Support and Advice room, usually a user will follow you in to help you or someone will already be there. If no one does follow you or if no one is there, go back to the Chat Lobby by following the above step and ask for help. Different people may be in the Chat Room for different reasons, so be patient if people don't always offer to help.

HelpLINK

HelpLINK is an email support system. Here you send in support or advice requests, requests which will primarily be answered by TeenHelp's Mentors. Mentors are Staff members who volunteer specifically to answer requests on HelpLINK. When they answer your question, you will receive an email from the HelpLINK system with their response.

How do I submit a HelpLINK request?

1. Locate the HelpLINK button on the site, it's towards the top of every page. When you've found it, click on it.


2. Click on the "Open New Ticket" button.


3. Fill in the requested information. After you've done that, please be sure to select the "Support Department" off the drop down list and the category in which your HelpLINK request fits into.

Note: You do not have to put in your real name, but a valid email address is required for you to be able to receive help. It is best to give your real age, sex and country too, as this will help Mentors provide better replies in certain situations.

4. Hit "Submit request." Doing this places your request in the system and allows Mentors to view and reply to it.

After you've submitted your request a new page will come up letting you know that a "request ticket number" has been sent to the email address you provided when you first submitted the request. The request ticket number is needed if you want to log in and see the status of your request.

Note: You do not need to log in to view replies from Mentors. Replies will automatically be sent to your email address. The feature, however, is available to those who wish to use it.

How do I check my request?

1. If you'd like to, you can check your request by returning to the HelpLINK main page and looking for the following section:


Fill in your request ticket number, email address and hit "Check Status".

Note: The request ticket number was sent to the email address which you provided when you sent your request in. In some cases it may be considered junk mail, so be sure to check your junk mail folder for it if it's not in your normal inbox.

When you're on the status page, click on the subject of your request. This will take you to your request, where you will be able to view everything.

Live Help

Live Help is a support system where you talk live to a Mentor one-on-one. It looks a lot like an instant messenger conversation box such as Skype, and works quite similarly.

Note: The conversation is text only, not voice or video.

How do I talk to somebody on Live Help?

1. Locate the Live Help button on the site, it's towards the top of every page. When you've found it, click on it.


Note: Please remember that it must say "Online" in green in order for you to be able to speak to someone. If it says "Offline", that means that there is no Mentor online at the moment and that you will have to use an alternative way of seeking help until one becomes available.

2. Fill in the information requested and click on "Call" and wait for an Mentor to pick up your call. Be patient as this can sometimes take a little while.


Are there any other ways to get help?

You might like to try contacting somebody directly for their assistance. You could do this by either sending them a Private Message or a Visitor Message.

Private Messaging (PM)

A lot of Staff members and regular users alike will often say you can PM them. This simply means you can send them a Private Message, which only the recipient can read.

1. To do this, first click on their username. If this is on a post they have made on the site it will bring up a menu that has the option to "Send a private message" on it. If it's on a user list it will take you to their profile, where you can then click on the "Send Message" button.





Visitor Messaging (VM)

If you are a new user you will see people introducing themselves and telling you to send them a VM if you want to talk about anything.

1. To do this click on their username to go to their public profile.

2. Once on somebody's profile you will see a box that you can type a message into. It is about half way down the page, just under the profile picture. Type your message into the text box and send it by pressing "Post Message".



You can now see your message appears on the list below the box you typed in.

3. To reply to message somebody has left for you, either visit their profile and follow the steps above or click the "Reply" button next to their message, which will open a new box so you can reply directly from your own profile.

Note: Be careful that you're not posting a response on your own wall, as the person will then not receive your message.

For further information on using TeenHelp please try reading our Frequently Asked Questions (FAQs).

Last edited by Rob; September 18th 2016 at 12:32 PM. Reason: Updating.
   
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