How do we process support tickets?

We are committed to keeping the platform running smoothly, to ensure a comfortable User experience.

As we move forward, we are constantly at work developing new system functionalities, addressing User concerns, and performing key maintenance.

With this in mind, we ask that Users follow the guidelines below to ensure that our Zendesk support process is kept as efficient as possible.

Incidents

Low Impact/Urgency - Little to no impact on Customer operations.

Normal Impact/Urgency - Moderate impact on Customer operations.

High Impact/Urgency - Severe impact on Customer operations.

When an incident has occurred, check to see if it can be replicated by either yourself, or a colleague. It could be a temporary error caused by something as simple as a brief internet disconnection, which can occur when using wireless. We also recommend that you refer to our Help Centre.

If an incident continues to occur, it most likely needs passing over to us. When doing so, please ensure that you provide as much evidence as possible before submitting a ticket. This is incredibly useful for our investigations, and can shave off a massive amount of time in the resolution process. For example:

• Provide the exact steps you are taking to encounter the issue


• Provide the names of affected system objects (Catalogue, Form, Item, Rule, etc)


• Provide screenshots and/or video footage of the issue occurring, with the page URL and browser visible. Please do not use [.msg] files, as we have difficulty processing them.
  


• Provide the email addresses and/or account numbers of affected Users.


• Provide the login details of affected Users so that we can test directly from their account. Users can always change their login details afterwards to keep their accounts secure.

Questions / Enhancements

If you have a question regarding system functionality, or have an idea for a system enhancement, please liaise with your colleagues first, as they may be able to answer your queries.

When submitting a ticket regarding a Question or an Enhancement, please detail your requirements as specifically as possible - this helps to prevent time-consuming back-and-forth questions.

In regards to Enhancement Requests, please be aware that there is no guarantee that your request will be accepted. Our development map is planned out months in advance, so in the event of a request being accepted, there will likely be a minimum of six months before your enhancement is fully developed and implemented.

If you consider an enhancement to be essential, and your Organisation is willing to pay for bespoke development, please let us know so that we can forward your request to the appropriate parties. We will scope the effort required, which will determine the end cost, and then inform you accordingly.

Ticket Statuses

New - We have received your ticket, but have not started a formal investigation. We may be quickly scoping out the problem so that we can come back to you with an instant resolution.

Open - We are actively aware of your ticket, and are currently investigating.

On-Hold - We have referred the issue to our system developers, who are thoroughly investigating the issue.

Solved - We consider the ticket to be resolved. This is because we have confirmed a fix from our end, have received resolution confirmation from your end, or we consider the ticket to be of minimal impact to agreed service levels (note that you are able to re-open them).

Closed - The ticket has been formally closed, and cannot be re-opened (note that you are able to create a follow-up ticket).

"Pending" Tickets

If your tickets are showing as "Pending", this means we require more information, or we need you to test to see if your issue has been resolved.

If we have provided you with instructions, please follow them to the letter, as we need to rule out any possibilities when investigating system issues.

Please be aware that we reserve the right to "Solve" Pending tickets that have not been responded to for 3-5 working days. We will assume that the issue has either been resolved, or is of minimal impact to agreed service levels.

Note that you are able to re-open "Solved" tickets to pick up where you left off. If a ticket is "Closed", you will need to create a follow-up ticket instead.