How to use the Arbor Help Centre

The easiest place to find information about Arbor is to jump right into the Help Centre.

With hundreds of articles with step-by-step instructions (including searchable Census error codes and queries), videos and webinars to suit all types of learners, the Help Centre is your go-to place for learning how to use Arbor.

Our Help Centre is hosted on Zendesk.

Who can use the Help Centre?

The Help Centre can be used by anyone, whether:

  • you're a partner
  • you're a parent or guardian (you can use the resources, but the Support Team cannot support you)
  • you're a student (you can use the resources, but the Support Team cannot support you)
  • partner supported (you can use the resources, but the Support Team cannot support you)
  • Arbor supported

Staff of any role are welcome to use the resources available!

There is no sign in required to access Help Centre resources, so you can use the resources at any point:

  • If you are a looking to find out how Arbor works before getting started
  • During your move to Arbor
  • Current customers

How do I get to the Help Centre?

Get to the Help Centre by clicking Help Centre in the top right of your Arbor site. You can also jump to the Arbor Community from here, the area of the Help Centre where you can have discussions with other Arbor users. This article shows you how to join our Arbor Community.

  • No need to search using a search engine e.g. Google, as this will include lots of other results.
  • No need to bookmark your page, as you can jump right in from your Arbor site!

We'll take you to tailored guidance based on what page you're on in Arbor! For example here I've clicked from My Homepage.

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Returning to the homepage

Click the logo in the top left of any article or Help Centre page to return to the homepage, just like on the MIS.



Logging in

Do I need to log in?

You don't need to log into the Help Centre to read or watch any of our resources. 

Logging in is only needed if:

Creating an account

Click the green Sign in button in the top right of the screen.

  • If you already have an account, enter your email address and password. Please note that having an account on Arbor MIS will not automatically create an account on the Help Centre - you'll need to create one.
  • If you don't have an account yet, click Sign Up. You'll then be sent a confirmation email - click the link in this email to set your password and log in.

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If the login flags that you’ve already signed up, this will be due to you having previously contacted our Support Team. Customers who’ve contacted us for help previously will have been created as a user.

  1. Click Regular sign-in
  2. Select forgot my password
  3. Enter your email address
  4. Follow the link in the email you'll be sent to choose a password

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You can change your account details once logged in. Click your username in the top right.

  • Click Change password to change your login details.
  • Click My profile to edit your display name, photo etc.

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What is the Chat icon?

In the bottom left of your screen, click on the 'Help' icon in the Help Centre, or 'Chat' from within your Arbor site to have articles suggested to you.

If you can't find what you're looking for, you can then begin chatting with a member of our Support Team. Click here for more help with using webchat.

On certain pages, you'll also have the option to access Arby.



How to find the right resource

On the homepage

You'll find our most relevant articles pinned at the top of the Help Centre homepage.



Using the Search bar

We try to make sure you can find what you're looking for, but sometimes you might be using terminology or abbreviations we don't know yet, or different keywords another MIS uses. Try typing in alternate keywords or synonyms.

If you find the article you need but is called something else in Arbor, please let us know and we can add this to make it easier for other users to find this in the future!



Using the search results page

You can search for:

  • a string of text or just key words
  • put a comma between words
  • put your search within quotation marks to search for that exact phrase - "attendance report"
  • put each word in quotation marks with a space between to search for articles that contain the words, but not necessarily together - "SEN" "sex"

For more top tips on using our search, please see our platform's guidance here: Zendesk search

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Try hitting Enter to access the full results list including Posts in our Blog, as well as Help Centre articles. Search results show how to navigate to the resource under the title (called a breadcrumb):

  • Blog posts will open our blog in a new tab.
  • Articles will show what area of Arbor the article is about below the title.

To filter down your results to just our guidance, select Arbor Help Centre from Sources, then click Articles from By Type.

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When you click on an article, you'll see the same breadcrumb above the title. You can click any part of the breadcrumb to jump into that section of resources. 



Browsing in a section

Our resources are split into topics, so if you are struggling to find what you need or want to learn about a particular area within Arbor, click on the topics on the Help Centre homepage.



Click into a topic to find sub-topics and articles.



Searching your current page for keywords

You can search a web page for keywords - particularly useful when:

  • You want to narrow down a big article to the bit that's relevant for you
  • You want to search a section for a relevant article

Hit Ctrl+F (on Windows PC, Chromebook, or Linux system), or Command+F (on a Mac) on the keyboard.

Top Tip: Some of our articles have dropdowns to expose more information. Make sure to open all of these before searching otherwise they won't be included in the search.



Resources for your school type

Most articles on our Hep Centre can be used by schools of any type and phase.

The few resources that are for a certain phase will have this in the title. For example, our assessment guidance:

Or our Post 16 guidance:

Any guidance for Secondaries will also be applicable to All-through schools.


Still stuck?

If you're not able to find the information you're looking for, you can click the I'm still stuck! button at the bottom of an article. This will take you to our Contact Us form.

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At the bottom of every article, you can let us know if the article helped you.

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Product feedback

The Arbor Roadmap shows you what we’re working on now, what’s coming up next, and those shiny new features and enhancements we’re looking to release a bit further down the road.

Our Product Team does not monitor the Help Centre or Community, so if you have feedback you should not post there.

You can see how to submit feedback here: Our Product Roadmap and how to submit feedback

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