Getting help from support

When something is not working, or you cannot find how to do a task, raise a ticket from the Helpdesk inside the admin panel. Each ticket keeps the whole conversation, attachments and status in one place, so nothing gets lost between phone calls.

Before you start

• Search this help centre first. Many questions already have a step-by-step answer.
• Note the page where the problem happened and what you were trying to do. A screenshot or short screen recording helps a lot.
• Your plan may include a set number of tickets each month. If it does, the Support Center shows how many you have used and what any extra tickets cost.

If you do not see this option, it may not be included in your plan or your role may not have permission; ask your administrator.

Steps

Raise a ticket

1. Click Helpdesk under your name and campus details in the side menu. A number next to it shows tickets with new replies.
2. Click Create New Ticket.
3. Choose the Category, the Module the problem is in, and the Priority: Low, Medium, High or Critical.
4. Enter a short Subject and a Description. Say what you did, what you expected and what happened instead.
5. Add the link of the page where the error happened, if there is one.
6. Use Upload Picture / Video to attach a screenshot or recording, then save.

As you type, help articles that might answer your question can appear. It is worth a quick look before you send.

Follow and reply to a ticket

1. Open the ticket from the Helpdesk list to see the conversation.
2. Reply in the chat, and use Attach a File to add more evidence.
3. Check Status History to see each change, for example Open, In Progress and Resolved.

Reopen or rate a ticket

1. If a resolved or closed ticket is not actually fixed, click Reopen Ticket and explain what is still wrong.
2. When you are happy, answer How did we do? and click Submit Rating.

Good to know

• Use Critical only when work is fully blocked, for example nobody can log in or fees cannot be collected. Accurate priorities help genuinely urgent tickets get seen first.
• One problem per ticket. Separate issues in one ticket are slower to resolve.
• You can delete a ticket only on the day you raised it and only while it is still open. After that it stays on record.
• Never put passwords in a ticket. Support will not ask for yours.
• Questions about billing, your plan, backups or getting a copy of your records can also go through a ticket.

Contacting the company directly

If you cannot log in, or you are not yet a customer, use the contact page to reach the team. Include your institution name and the best way to reach you.

Common questions

How quickly will I get a reply?

The ticket status shows when your ticket is being worked on. If something is urgent, set the priority accordingly and describe the impact clearly.

For an overview, see Support.