Get answers fast: A guide to the Good Grants Help Centre

Article written by Alex Bon Ami, Help Centre manager at Good Grants

Launching your first grants program is a rewarding experience—until someone on your team asks a question you cannot answer on the spot. Can the application deadline be extended after launch? How do you import a list of reviewers? Where do you go to export results?

You could raise a support ticket and wait for a response. Or you could have your answer in minutes.

The Good Grants Help Centre is designed to help grant managers find what they need without delay, whether you are just getting started or have been running programs for years.

A quick note on why I’m writing this: as Help Centre manager at Good Grants, I’m responsible for making sure our documentation is accurate, current and genuinely useful for grant managers at every experience level. I believe great software should come with great guidance — and that’s exactly what we’ve set out to build.

Where to start

You’ll find the Help Centre at help.goodgrants.com. Rather than organising content by product feature, we’ve structured it around what you’re actually trying to accomplish: getting set up, building your application form, managing users, configuring your evaluation process and more. That means less searching and more doing.

The average Help Centre visit takes just a couple of minutes — faster than your next coffee break.

What’s inside

The Help Centre covers the full breadth of the Good Grants platform, including around 300 articles, for every stage of your program. This includes:

• Step-by-step guides for the workflows you’ll use most, from setting up application fields and funding rounds to assigning reviewers and exporting data. Each guide tells you exactly what to click and what to expect at every stage. A good example is our Action flow configuration guide, which breaks down a sophisticated feature into easy-to-follow steps.
• Video walkthroughs for tasks that are easier to follow visually. If you learn better by watching than reading, our video tutorials have you covered. I recently updated our Configure a reviewing score set video, to refect our latest updates to the feature.
• How-tos for less common scenarios, because grants programs rarely follow a simple path. Need to reopen an application period mid-cycle? Reassign a reviewer? Adjust your scoring after evaluation has begun? There’s guidance for that.
• Troubleshooting articles for when something isn’t behaving as expected. Search for the issue you’re experiencing (“applicants cannot submit their application” or “reviewer scores not appearing”) and you’ll usually find a dedicated article with a fix. Most common issues, like browser caching, have a dedicated article.

Finding what you need

The search bar is the quickest route to an answer. Write your question in plain language — “change the deadline”, “add a reviewer”, “download a report” — and the Help Centre will return the most relevant articles straight away.

If you’ve searched and still come up short, our support team is available 24/5 on weekdays and typically responds in under four hours. Click “Ask a question” at the top of any Help Centre page to get in touch.

More than a manual

Think of the Help Centre as more than a fallback for when things go wrong. It’s a resource for getting confident with the platform and discovering features you might not have explored yet. The more familiar you are with Good Grants, the more you can do with it.

Give it a go

Visit the Help Centre and search for something you’ve been meaning to figure out. Chances are the answer is already there. And if it isn’t, tell us — we’re always working to fill the gaps.