Troubleshooting Help answers in GTM One

Work out why Help in GTM One did not answer, said a feature is not available, or gave an answer that differs from your screen.

Overview

The sections below are organized by what Help said or did. Help answers only from the GTM One help articles, feature descriptions and release notes, so a reply that it has no information or cannot look something up is deliberate: it does not guess. For the steps to use Help, see How to ask Help how to do something in GTM One.

Help and support opens a menu, not a chat

1. Open your user menu and click Help and support.
2. If a Support and resources menu opens, with Chat with us, Help center and Contact sales, your organization has not turned the Help chat on. Use those options, or ask your ZoomInfo admin to turn it on.
3. If the Help and support row is missing, your organization has not turned Help and support on, or you are in the restricted view that offers only Sign Out. Ask your ZoomInfo admin.

Help says it has no information

1. Rephrase the question with the feature's name and fewer words, for example "rename audience".
2. Ask for one kind of answer at a time: steps ("how do I ..."), what a feature is ("what is ..."), or what changed ("what changed in ...").
3. If it still has no information, contact support. An empty answer means Help found no matching article, not that the feature does not exist.

Help says a feature is not available

1. Check with your ZoomInfo admin whether the feature is turned on for your organization and for you.
2. Check that your version of GTM One includes the feature. Help does not describe a feature that is dated after your version or still in development.
3. Ask again later if the feature was just released, since the help article may not be published for your version yet.

Help says it cannot confirm this right now

Help found something that matches, but could not check whether it applies to you.

1. Wait a few minutes and ask the same question again.
2. If it keeps happening, contact support.

Help says it cannot look this up right now

The help content could not be reached.

1. Wait a minute and ask again. Open Help and support again if the chat does not respond; each click starts a fresh conversation.
2. If the problem continues, contact your ZoomInfo admin, then ZoomInfo Support.

Help says it has no information it can share

Help found something that is written for ZoomInfo staff only, so it cannot be shared in this chat. The feature may well exist.

1. Contact ZoomInfo Support for this question.

The answer may describe a slightly different build

Help adds one sentence saying this when it could not confirm the article matches your version of GTM One.

1. Follow what your screen shows when it differs from the article, such as a renamed button.
2. If the steps do not work, ask again, or contact your ZoomInfo admin.

Help says there may be more on this

Part of the help content could not be searched, so the answer can be incomplete.

1. Ask the question again in a moment.
2. If you need the full answer now, contact support.

The answer has no Sources line, or a card is missing

1. A reply with no "Sources:" line used no article, for example when nothing was found or when Help asked you a question back.
2. A Show me how card appears only when the matching article has a guided walkthrough. See How to start a guided walkthrough from Help in GTM One.

A change list is cut off

1. Ask again with a later start date or a narrower topic. Help lists at most 50 changes for one request and says how many more there are.

If you see an error

• "I don't have information on that. Try rephrasing the question, or contact support and they can help." Help found no article. Rephrase, or contact support. The wording can vary a little.
• "That feature isn't available in your environment." A matching feature is not turned on for you or not in your version. Ask your ZoomInfo admin. The wording can vary a little.

Get more help

If a problem continues, contact your ZoomInfo admin. If your admin cannot resolve it, contact ZoomInfo Support.

Resources

• How to ask Help what a feature is or what changed in GTM One