Find answers to common questions about using the SBCX Helpdesk.
How do I search for help articles?
Use the search bar on any help page to enter a keyword.
Searching short terms like FAQ, review, or directory will return more helpful results than full questions.
The search engine uses a starts-with match, displaying exact matches first, followed by partial matches.
Figure 1. Use keywords to search the Knowledge Base.
How do I access the Knowledge Base?
Access depends on whether you're signed in to SBCX:
Not signed in – You’ll see the Getting Started page with public-facing content only.
Signed in – You’ll have access to content specific to your role.
Figure 2. Logged-out users see the Getting Started page. Logged-in users see role-specific help articles.
How often is the Knowledge Base updated?
Content is updated regularly to reflect new SBCX features, role-based guidance, and common user issues.
How do I submit a help ticket?
Click the Submit a Ticket link in the top-right corner of any help page.
When will I get a response?
You’ll receive a reply within four business hours, Monday–Friday from 8:00 AM to 8:00 PM ET (excluding Federal holidays).
If it’s been more than four hours, check your spam or junk folder for an email from client.support@apexlogic.com.
Can I call the Helpdesk?
Phone support isn’t available. Please submit a ticket first—we’re happy to:
Set up a Google Meet session, or
Join a meeting via your preferred video platform.
Figure 3. For faster support, submit a ticket with:
- SBCX Feature
- Include a screenshot of the issue.
Can I check my ticket status?
Ticket tracking is only available to helpdesk agents. To request an update, reply to the confirmation email you received after submitting your ticket.
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