Learning Objectives
Know how to access help resources
Learn to resolve common issues
Understand best practices for implementation
Discover ways to optimize your TonicDM experience
Accessing Support Resources
Live chat support: Available through the happy face icon
US-based support team
Business hours availability
Typical response time under 10 minutes
Help articles: Searchable knowledge base
Training videos: Step-by-step visual guides
Screen sharing: Option to schedule one-on-one support
Common Issues and Solutions
Issue 1: Email Not Filing
Check folder name: Ensure folder name matches the naming protocol "project number" "space" before any text. For example,
1234 Smith Street will file.
1234-Smith Street will NOT file
Verify add-in status: Make sure TonicDM is connected
Look for category tabs: Email might already be filed
Solution: Reach out to Chat Support for assistance
Issue 2: Project Not Found
Search variations: Try different formats of the project number
Check access: Ensure you have permission to the project
Solution: Contact your TonicDM administrator to confirm the project exists, and you have access
Issue 3: File Transfer Problems
Check file sizes: While unlimited, very large files take time to upload
Verify recipient information: Ensure email addresses are correct
Internet connection: Stable connection required for uploads
Solution: Try web application for more robust upload capabilities
Issue 4: Outlook Integration Issues
Reading pane requirement: Must be enabled for sidebar to work
Add-in loading: May need to be manually enabled in some cases
Solution: Check Outlook add-in settings
Best Practices for Implementation
For Individual Users
Regular filing: Set aside time each day to file emails
Project naming consistency: Include project numbers in email subjects
Use project folders: Create folders for frequent projects
Check filing status: Look for gold category tabs
For Teams
Designate champions: Team members who can help others
Establish protocols: When to file, what to file
Regular reminders: Build filing habits through consistency
Track adoption: Monitor usage and provide feedback
For Administrators
Regular audits: Ensure projects are set up correctly
User onboarding: Train new users promptly
System monitoring: Check for filing errors or issues
Feedback collection: Gather user experience information
Optimizing Your TonicDM Experience
Browser bookmarks: Save direct links to frequent projects
Profile completion: Fill out your user profile for better integration
Regular clean-up: Archive or delete unnecessary emails after filing
Engagement Activity
Problem-solving scenario: You've tried to file an email, but don't see the gold category tab appearing. Which action should you try first?
[ ] Contact TonicDM support immediately
[ ] Assume the system is down and try again tomorrow
[x] Check if you have the correct project selected
[ ] Ask a colleague to file it instead
Conclusion
In the next module , we'll explore the basics of email filing and the three different methods you can use to file emails into TonicDM.