RootsWeb Newsroom

We have worked hard over the past month to update our FAQs and familiarize our HelpDesk staff and volunteers with our new software so that we can provide better service to our many RootsWeb users. 

Today the Help page has a new look and feel.  You will now see a Knowledge Base take the place of the old FAQ page.  (If you are an Ancestry.com user you will already be familiar with the look and organization of the Knowledge Base.)  No longer are there links to click on for each separate area, there is now a drop down box for you to select the area you need assistance with.  You can sort the list by topic (e.g., My Account Management, E-mail Address Changes, Message Board Questions for Users, Message Board Questions for Administrators,etc.) or you can search the list by keyword. The new Help page is intuitive to use and has a streamlined look and feel.  Currently about two-thirds of the old FAQs have been updated, we are working hard to get the remaining items updated.

It is important to know that the first time you click on the “E-mail RootsWeb Support” tab, you will be asked to register (provide contact information) in our new Help system. Even if you are already signed in as a registered member of RootsWeb, you will be asked to provide your email address and name, so that our new HelpDesk software can track our correspondence with you.  This will greatly assist us in tracking down past issues you have encountered and in our continued support of your account. 
Note: You will only need to register in our system once–if you have multiple accounts you will need to register each time you use a different email address/account.

We are confident you will find our new system easy to use and will enjoy having the updated Knowledge Base as a reference.

We are disappointed to announce that we have had to postpone the launch of our New HelpDesk and Knowledge Base until November 26.  We are confident you will see the benefit of the new Knowledge Base as it represents countless hours updating the current FAQs.  Please see the article in this weeks RootsWeb Review for more details regarding this new feature. 

Updating the FAQs will be an ongoing project for us as we search out all of the many articles on the site.  After the launch if you see something that doesn’t look quite right or an article we have missed we would appreciate your pointing out it out to us.  We look forward to being better able to assist you!